Replies and attachments
Product version: 1.0.0+1 Last updated: 2026-10-02 Audience: Organization owners, organization members, and SanadiqCloud platform staff
Messages are plain text and may include file attachments. Staff may add internal notes that customers cannot see. Internal notes update case activity but do not change status.
Replies
Public replies update workflow status automatically (including reopening from resolved). Closed cases reject new replies and attachments.
GET .../messages returns each message with its attachments (media_id, file_name, mime_type). The case thread shows image thumbnails for both the customer and platform staff.
Attaching files
- Upload the file from the case. It is stored as a private file of your organization and counts toward your storage quota. Allowed file types and size limits are checked by the media service; files over 100 MB are refused.
- Send the reply with the uploaded file attached.
Rules:
- You can only attach files you uploaded yourself. Files from the media library or uploaded by someone else are refused.
- No
media:*permission is needed: case permissions cover upload and viewing. - Opening an attachment gives a link that works for 5 minutes.
- Attachments on internal notes are visible to platform staff only.
- Deleting a file in the media library removes it from the case.