Attaching Drive Files to a Support Conversation
A Drive file picker built directly into the chat inbox, so an agent can share an existing document without leaving the conversation to go find it.
An agent mid-conversation who needs to send a customer an existing document — a spec sheet, an invoice template, a signed contract — normally has to leave the conversation, go find the file, download it, and attach it. Chat's Drive connection is built to remove that detour: a connected Drive account lets an agent pull a file directly into a conversation from inside the chat inbox itself.
What's actually connected
The mechanism follows the same shape as Chat's other integrations: a connect route that starts authorization with Drive, a callback route that completes it, and a route that handles the actual file lookup once connected. This is a genuinely recent addition to the product — it landed alongside its own database migration for tracking chat-to-Drive connections, so it's worth checking your workspace's current version if you don't see it yet rather than assuming it's missing entirely.
Why this is a cross-app story, not just a chat feature
This is one of the more concrete examples of what "one workspace, seventeen apps" actually buys you day to day. Without a shared platform, sharing a Drive file in a support conversation means either a separate sharing link workflow or downloading and re-uploading a file as a plain attachment — losing the connection to the original document entirely. Because Chat and Drive sit in the same account with the same sign-on, the connection is closer to picking a file from a familiar picker than integrating two separate products.
Setting it up
Connecting Drive to Chat is an account-level authorization, done once per workspace rather than per agent. After that, an agent handling a conversation can reach for a file from Drive the same way they'd reach for a canned response or an AI-suggested reply — as one more tool available inside the conversation, not a separate app to switch to.