Attaching files to conversations without an automation is often used by customer service team members to upload screenshots, receipts etc..
Have you thought of it being used for product upsells?
A customer has oily skin or is even looking for a specific type of a product, the customer service now transforms to customer sales advisors equipping them to close a sale, upsell right there at the spur of the moment by uploading relevant images of products in your catalog
Though, we'll leave this for you to think and let your creative thoughts flow.
For the purpose of this article, here's where you'll find the attach option
For the moment we allow only images to be attached - we're experimenting with other formats such as videos, docs etc