Supported File Formats on Microsoft Omnichannel

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Posted on by SJ-23070906-0

Hello,

Could you please share a document on what are the accepted/supported file formats that a customer can send on Omnichannel by Default.

Thank you.

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Dynamics 365 Customer Service

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Daniyal Khaleel

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Across all channels, the following file extensions are commonly supported for both inbound (Customer → Agent) and outbound (Agent → Customer) communications:

.jpg, .jpeg, .png, .mp3, .oga, .ogg, .amr, .mp4, .pdf, .docx, .txt, .gif, .xlsx
ou can also customize which extensions are allowed or blocked through the system settings interface

Channel-Specific Variations

Some channels support additional formats or have slight differences:

Channel	Inbound & Outbound Extensions
Microsoft Teams	Same as global (.jpg, .mp3, etc.) Microsoft Learn
Apple Messages for Business (AMB)	+ .caf, .pkpass, .usdz Microsoft Learn
Facebook Messenger	+ .xls, .html Microsoft Learn
LINE	Matches global list Microsoft Learn
WhatsApp via Twilio	Same + .pdf (limited extension list) Microsoft Learn
WhatsApp via Azure Communication Services	+ .xls, .avi, .webp Microsoft Learn
SMS (Twilio)	Same as global + .csv Microsoft Learn
Custom channels (Direct Line)	All global types supported unless blocked at tenant level