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Attachments can provide additional information or media, for example, an invoice or a photo related to the issue a customer is facing.
Upload Attachments as Agents
To upload a file in a conversation within Live Agent, follow these steps:- Go to Live Agent.
- On the left side of the screen, select Conversations.
- In the Inboxes column, select an Inbox.
- Select your conversation.
- At the bottom of the conversation chat, in the Reply to User section, click Attach files.
- In the opened window, select the file you want to upload and click Open.
- When the file is uploaded, click Send.
Upload Attachments as End Users
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 Attachments 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:- Go to Live Agent.
- On the left side of the screen, select Conversations.
- In the Inboxes column, select an Inbox.
- Select your conversation.
- At the bottom of the conversation chat, in the Reply to User section, click Request file.
- In the opened window, click Send. The file will be requested from the user, and the request will appear in the chat.
- Wait for the attachment to be sent by the user. The file will appear in the chat.
View Attachments
To view all reviewed and sent attachments, follow these steps:- Go to Live Agent.
- On the left side of the screen, select Settings.
- Go to Attachments.
Download Attachments
To download an attachment within Live Agent, you can do this either in a conversation or on the Attachments page.- Attachment Page
- Conversation Page
- Go to Live Agent.
- On the left side of the screen, select Settings.
- Go to Attachments.
- Go to the file you want to download.
- In the ACTIONS column, click Download.
Delete Attachments
To delete an attachment within Live Agent, follow these steps:- Go to Live Agent.
- On the left side of the screen, select Settings.
- Go to Attachments.
- Go to the file you want to download.
- In the ACTIONS column, click Delete.
- Confirm the deletion.
Filter Attachments
To filter attachments within Live Agent, follow these steps:- Go to Live Agent.
- On the left side of the screen, select Settings.
- Go to Attachments.
- On the Attachments page, click Filter Attachments
- In the Filter Attachments window, select the options you need to filter by:
- Cognigy Session ID
- Cognigy User ID
- Filename
- Enter the value you need to filter by and click Apply 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:- Go to Live Agent.
- On the left side of the screen, select Settings.
- Go to Attachments.
- Go to the row of the file you want to investigate.
- 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.