Attachments & notes

Pigeon includes the extras a real support tool needs.

File attachments

Any message can carry files. Choose a destination asset volume in settings to enable uploads — leave it blank to disable them. Uploads are validated against your configured limits and stored as native Craft assets, so Craft owns the filesystem/CDN and access is gated to thread participants.

• Max attachments per message, max size (MB) and an allowed-extension list are all configurable.
• Add a file input named attachments[] to any reply or start form (see Support inbox).

Internal notes

Staff can post internal notes inside a thread — context for the team that the customer never sees. Notes appear inline in the control-panel conversation (clearly badged) but are excluded from every guest and user view and from their notifications. Post one by checking “Internal note” in the reply box, or via the action reference.

Read receipts

Pigeon tracks read state two ways: a per-participant high-water mark drives fast, accurate unread counts, while a granular receipts ledger records who has seen which message and when. This is what keeps each person’s unread badge independent.

Status

Threads move through open, pending and closed (see Concepts). Pigeon flips support threads automatically — pending when the customer writes, open when staff reply — and a guest writing into a closed thread reopens it. Staff can also set status manually from the conversation view.

Assignment

Support threads can be assigned to a specific staff member. The control-panel inbox badge and dashboard widget can be scoped to “assigned to me or unassigned”, so each agent sees what’s theirs. Assignment requires the Assign threads permission.