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Configure file attachment capability

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  • 2 minutes to read

Important

Support for the Omnichannel Administration app ended on April 30, 2022. We recommend that you use the Omnichannel admin center or Customer Service admin center app to configure the latest features, such as unified routing and voice channel. More information: Omnichannel Administration app is deprecated.

Introduction

As an administrator, you can enable or disable the capability for your agents and customers to attach files during a conversation. When enabled, your customers and agents can send files and share more information about their issues. For example, if a customer receives an error while trying to complete a process, they can send the screenshots of the steps and error message to the agent.

Customers must use the Attach icon to send files. The drag-and-drop operation is not supported in the live chat widget. For information about file attachment limitations, see Enable file attachments.

If an agent transfers the chat to another agent, the agent who receives the chat can also access the files attached in the conversation.

Note

In Unified Service Desk, if you sign in as an agent and want to attach a file while conversing with a customer, ensure that you select the required file type first and then attach the required file.

  1. Sign in to Omnichannel Administration.

  2. Go to Channels > Chat.

  3. Open the chat widget in which you need to configure the file attachment capability.

  4. Go to the Basic details tab.

  5. Under File attachments, select Yes or No for the following:

    • Enable file attachments for customers: Allows your customers to send a file to the customer service agent during a conversation. By default, it is set to No.

    • Enable file attachments for agents: Allows your customer service agents to send a file to a customer during a conversation. By default, it is set to Yes.

      File attachments configuration.

Customer experience of attaching a file

When the file attachment capability is enabled for customers, the attachment icon is displayed in the chat widget. A customer can then use the Attach icon to send files. The drag-and-drop operation is not supported.

File attachment icon.

If a customer tries to attach an unsupported file type, a file larger than the allowed size limit, or a file with malicious content, the file is not uploaded and a corresponding error message is displayed.

File attachment error.

The file size limit for attachments and unsupported file types are defined in the web client. To configure the file size limit and unsupported file types:

  1. Open the web client and go to Settings > Administration > System Settings.

  2. In the System Settings window, go to the Email tab.

  3. In the Maximum file size (in kilobytes) field, enter the value in kilobytes.

    Set file size limit for attachment.

  4. To specify unsupported file types, go to the General tab.

  5. In the Set blocked file extensions for attachments field, add or edit the file types.

    Specify unsupported file types.

  6. Select OK.

Note

Customers with Apple devices must have iOS version 13 to send file attachments.

See also

Enable file attachments
Add a chat widget
Configure a pre-chat survey
Configure agent display name
Create quick replies
Create and manage operating hours
Create chat authentication settings
Embed chat widget in your website or portal