When a customer is stuck, they often reach for a screenshot rather than words. My AskAI’s image reading capability means your agent doesn’t have to ask the customer to describe what they’re seeing — it can look at the image directly, understand the context, and give a relevant, informed response. This removes a significant source of friction from support conversations and leads to faster, more accurate resolutions.Documentation Index
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What Image Reading Enables
Your AI agent can process images that are shared in:- Chat messages — inline images or attachments sent during a live conversation
- Email bodies — images embedded directly in an email
- Email attachments — image files attached to a support email
Images are not stored on My AskAI’s servers. When you review conversations in Improve → Inspect & Logs, you will see a text description of what the image contained rather than the image itself.
Use Cases
Error screenshots and technical issues
Error screenshots and technical issues
A customer shares a screenshot of an error message or a broken UI state. Rather than asking the customer to type out the error code, your agent reads the screenshot, identifies the error, and provides the relevant troubleshooting steps immediately.
Product photos for returns and replacements
Product photos for returns and replacements
A customer uploads a photo of the item they received to request a return or exchange. The agent can identify the product, assess visible damage from the image, and guide the customer through the returns process — or escalate to a human agent with the image context already captured.
Photos of damaged or broken items
Photos of damaged or broken items
A customer shares a photo of a damaged parcel or defective product. Your agent can confirm the damage is visible in the image and trigger the appropriate resolution workflow, such as issuing a replacement or routing to your logistics team.
Setup and configuration diagrams
Setup and configuration diagrams
A customer shares a photo of a device, cable setup, or configuration screen. The agent uses the visual context to give more precise setup guidance rather than walking through every possible scenario.
Receipts and order confirmations
Receipts and order confirmations
A customer uploads a photo of a receipt or printed order confirmation. The agent can read the document, extract relevant details, and use them to answer the customer’s query — for example, verifying a purchase date for a warranty claim.
How It Works
My AskAI passes images shared in conversations to a vision-capable large language model (LLM) alongside the conversation history. The model analyzes the visual content — reading text, identifying objects, interpreting diagrams — and returns a description that is used as context when generating the agent’s reply. Up to 3 images can be read and processed within a single message or reply.Channel Availability
Image reading is available on the following helpdesks and channels:| Helpdesk / Channel | Image Reading Available |
|---|---|
| Intercom (chat) | ✅ Yes |
| Intercom (email) | ✅ Yes |
| Zendesk Messaging | ✅ Yes |
| Zendesk Tickets / Forms | ✅ Yes |
| Freshdesk | ✅ Yes |
| Freshchat | ⚙️ In development |
| Gorgias (chat) | ⚙️ In development |
| Gorgias (email) | ⚙️ In development |
| HubSpot (chat) | ⚙️ In development |
| HubSpot (email) | ⚙️ In development |
| Slack | ❌ Not available |
| Microsoft Teams | ❌ Not available |
| API | ❌ Not available |
Pricing
Image reading incurs an additional usage cost of $0.02 per reply where the feature is used. You are only charged when an image is actually read and processed — conversations with no images attached are unaffected.Using Images in Tasks and Guidance
Image reading integrates with My AskAI’s automation features:- Tasks — You can reference images within task definitions. For example: “Request an image from the user of the damaged parcel before proceeding” or “If the user shares an image, transfer the conversation to the returns team.”
- Guidance — Guidance rules can trigger on image content. For example: “If someone shares an image of a broken box, escalate the conversation to a human agent.”
Limitations
- A maximum of 3 images can be processed per message or reply.
- Very large image files may be resized before processing, which can reduce the legibility of small text.
- Handwritten text in images is recognized on a best-effort basis and may not be reliably transcribed.
- Images shared in Slack, Microsoft Teams, or via the API are not currently processed.
- The images themselves are not stored on My AskAI servers; only a text description is retained in conversation logs.