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    whitney w.
    Allow Chat Agent to Send Attachments
    Topic posted September 18, 2019 by whitney w.Green Ribbon: 100+ Points 
    24 Views, 2 Comments
    Title:
    Allow Chat Agent to Send Attachments
    Summary:
    We would like to allow our Agent to send attachments during chat session
    Content:

    The out-of-box configuration allows the end-user (customer) to send attachments during the chat session. However, our client has asked if it is possible for the Agents to be able to send back attachments, as well. 

    Yes, most of the attachments should be referenced in our Knowledgebase. But in a pinch and they are not able to find them, the Agents would like to able to send attachments.

    Is this configurable? If so, how?

    Thanks so much for your help!

    Version:
    19B

    Comment

     

    • whitney w.

      Apologies, this was meant for the Agent desktop. For some reason I am unable to delete this. 

    • Jessica Bradley

      Hi Whitney,

      Agents can attach documents/files/etc to the subsequent chat incident, for those situations where an agent needs time to find an attachment after a chat session (I'm assuming that is the use case, let me know if that is wrong).

      --Jessica