Customer upload links

Send a customer a one-time page to drop files — photos, video, CAD, PDFs. They do not need an AirShop account. Files land on the linked inquiry in AirShop.

Most shops send the link from the Help Scout sidebar. You can also open a full preview at Settings → Integrations → Help Scout.

How it works

1. In Help Scout, open a conversation. The AirShop sidebar shows Customer upload link.
2. Associate the link with Ticket (this one), a quote, or an inventory item.
3. Click Generate link. That conversation keeps the same URL until it expires or you reset it.
4. Copy into your reply, send. Customer uploads. You see thumbs in the sidebar and (when the Help Scout API key is saved) an internal note in the thread.

Copy into the Help Scout thread

AirShop does not insert into the composer for you. Copy, then paste.

Button	What gets copied
Link	Your intro message + the upload URL
Link & QR	Intro message + URL + QR image (caption: scan to upload from a phone)

Then:

1. Click in the Help Scout reply (or note).
2. Paste (⌘V / Ctrl+V).
3. Send.

Default intro is Here's a link to upload files. Edit that, the QR note, expiry, branding, and footer referral at Settings → Integrations → Help Scout under Customer upload links.

Same link until you reset

One active URL per conversation. Click Link or Link & QR again if you need another paste. Use the broken-link icon to kill the URL; generate a new one after that.

What customers see

They open /u/… in a browser (or scan the QR). Drop files or choose files. After upload they get a confirmation on the same page — no refresh, no account.

Accepted types: photos, video, PDF/Word, and common CAD (STEP, STL, DWG, DXF, and similar). 50 MB per file.

Seeing the files

Help Scout sidebar

• Uploads (N) shows thumbnails. Photos and video use a preview image. Other files show the extension (PDF, STEP, MP4) instead of a generic “FILE” tile.
• Tiles wrap to a second row. After 12, you see +N. Click a tile to open it in AirShop.
• Use the refresh icon if a new upload is not listed yet.

Help Scout thread

When a file finishes, AirShop posts an internal note (not a customer reply): filename, size, and a staff view link. That needs a Help Scout Mailbox API key in AirShop settings. “Enable note sync” is the other direction (Help Scout notes → AirShop) and does not create these upload notes.

AirShop

Files also show on the linked inquiry under Attachments.

Files page

Open Inquiries → Files to browse every customer upload, inquiry form attachment, and staff upload in one grid. Click a row to open the detail drawer: preview, download, Open in Fusion, and links to the ticket or inquiry. Full walkthrough: Files.

Help Scout internal notes and sidebar thumbs open /files/{fileId}. Legacy /uploads/ links redirect there too.

Settings

On Help Scout settings:

• Intro message and QR note (what staff copy)
• How long new links stay active
• Quote branding on the customer page
• Whether the tiny “Powered by AirShop” footer uses your referral link

Troubleshooting

Customer says nothing happened after Upload

The page stays put on purpose. They should see a green “file received” confirmation. If the list just cleared with no banner, they can add more files or close the tab — check the sidebar Uploads count.

Thumbs show, no note in the thread

Save a Help Scout Mailbox API key (Profile → Authentication → API Keys) in AirShop. Then have the customer upload again, or refresh the conversation.

Can't click a thumb

Click opens the file on the Files page (or the linked inquiry when one exists). You must be signed in to AirShop.

See also Help Scout Integration.