Attachments

Attachments are files or documents that are sent or received during a conversation between a human agent and a user.

These attachments can include various file types; jpeg, jpg, png, docx, wav, ogg, pdf.

Attachments can provide additional information or media, for example, an invoice or a photo related to the issue a customer is facing.

Upload an Attachment as an Agent

To upload a file in a conversation within Live Agent, follow these steps:

1. Go to Live Agent.
2. On the left side of the screen, select Conversations.
3. In the Inboxes column, select an Inbox.
4. Select your conversation.
5. At the bottom of the conversation chat, in the Reply to User section, click Attach files.
6. In the opened window, select the file you want to upload and click Open.
7. When the file is uploaded, click Send.

The file will be sent to the user and will appear in the chat. The user can download this attachment.

Upload an Attachment as an End User

End users can send attachments to human agents by using the Add attachments icon in the chat if you set up a Storage File provider in the Endpoint Settings.

Request an Attachment with the Plugin

If you are using a Webchat Endpoint with Live Agent, in addition to the standard Attach file feature, human agents can request an attachment from a user. To enable this functionality, you need to add the File Upload plugin to the Webchat Endpoint to upload files.

To request an attachment in a conversation within Live Agent, follow these steps:

1. Go to Live Agent.
2. On the left side of the screen, select Conversations.
3. In the Inboxes column, select an Inbox.
4. Select your conversation.
5. At the bottom of the conversation chat, in the Reply to User section, click Request file.
6. In the opened window, click Send. The file will be requested from the user, and the request will appear in the chat.
7. Wait for the attachment to be sent by the user. The file will appear in the chat.

When the file has been uploaded, you can view and download this file directly from the chat.

View Attachments

To view all reviewed and sent attachments, follow these steps:

1. Go to Live Agent.
2. On the left side of the screen, select Settings.
3. Go to Attachments.

You will see the list of all attachments that were sent by end users and human agents.

Download an Attachment

To download an attachment within Live Agent, you can do this either in a conversation or on the Attachments page.

Attachment PageConversation Page

1. Go to Live Agent.
2. On the left side of the screen, select Settings.
3. Go to Attachments.
4. Go to the file you want to download.
5. In the ACTIONS column, click Download.

1. Go to Live Agent.
2. On the left side of the screen, select Conversations.
3. In the Inboxes column, select an Inbox.
4. Select your conversation.
5. Find the attachment in the conversation, click Download.

The file will be opened in a new tab of your browser. Click on your file to save it to your local device.

Delete an Attachment

To delete an attachment within Live Agent, follow these steps:

1. Go to Live Agent.
2. On the left side of the screen, select Settings.
3. Go to Attachments.
4. Go to the file you want to download.
5. In the ACTIONS column, click Delete.
6. Confirm the deletion.

The file will be deleted from the Attachments page and will no longer be available in the conversation where it was uploaded.

Filter Attachments

To filter attachments within Live Agent, follow these steps:

1. Go to Live Agent.
2. On the left side of the screen, select Settings.
3. Go to Attachments.
4. On the Attachments page, click Filter Attachments
5. In the Filter Attachments window, select the options you need to filter by:
   • Cognigy Session ID
   • Cognigy User ID
   • Filename
6. Enter the value you need to filter by and click Apply filters.

Optionally, you can add additional filters by clicking + Add Filter.

The Attachments page will only display results that match the applied filter.

To drop the filter, click Clear Filters.

Open the source of the Attachment

The source can be Inbox, Conversation, or Cognigy Session ID.

To investigate a conversation or Inbox where an attachment was uploaded, follow these steps:

1. Go to Live Agent.
2. On the left side of the screen, select Settings.
3. Go to Attachments.
4. Go to the row of the file you want to investigate.
5. On this row, click one of the following links:
   • INBOX — the option will navigate you to the Inbox of the conversation where the attachment was uploaded.
   • CONVERSATIONS — the option will navigate you to the conversation where the attachment was uploaded.
   • COGNIGY SESSION ID — the option will navigate you to the conversation where the attachment was uploaded.

More Information

• Conversation Workflow