Sending and receiving attachments from end users
Before you begin
Ensure that the administrator has enabled file transfer for agents and configured the file transfer formats and file size.
To send attachments to end users
- Log in to the agent console in your application.
- In the chat window, click the attachment
.
A dialog for attaching a file opens. The supported file formats and file sizes are specified here.
- Click Attach file, browse and select the file you want to attach.
- Click Upload Attached File.
Alternatively, as shown in the following figure, you can share files by dropping the file into the chat box.
You can also share the screenshots and images by copy-pasting them to the chat box.
You can send a maximum of 10 attachments per conversation.
When the attachment is an image type, it appears inline in the conversation window. For all other file types, a file icon is displayed with a download option.
To view attachments from end users
As a support agent, you will receive a notification when an end user sends an attachment. You can view the attachment directly in the chat session.
If the chat is related to an incident or work order, the attachment becomes a part of the incident, work order, or case.
View the attachment sent by a user by following the steps below:
- In the chat session, click the file sent by the user.
- View or save the file to your computer.
The file is saved in the default download location of your computer.