Customers can send file attachments: Allows your customers to send a file to the customer service agent during a conversation.

Set File attachments to On, and then select the check boxes for the following if they aren't selected: In Customer support, go to Channels > Chat.Įdit the chat channel in which you need to configure the file attachment capability. Sign in to Customer Service admin center. 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. If an agent transfers the chat to another agent, the agent who receives the chat can also access the files attached in the conversation. For information about file attachment limitations, see Enable file attachments.

The drag-and-drop operation is not supported in the live chat widget. 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.Ĭustomers must use the Attach icon to send files. When enabled, your customers and agents can send files and share more information about their issues. More information: Omnichannel Administration app is deprecatedĪs an administrator, you can enable or disable the capability for your agents and customers to attach files during a conversation. We recommend that you use the Customer Service admin center app to configure the latest features, such as unified routing and voice channel. Support for the Omnichannel Administration app ended on April 30, 2022.

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