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Sending Attachments to End Users via Chat
Answer ID 12642 |
Last Review Date 08/01/2023
Is it possible for an agent to send attachments through an active chat?
Environment:
Chat, Browser UI, Chat Inlay
Oracle B2C Service
Chat, Browser UI, Chat Inlay
Oracle B2C Service
Resolution:
An Agent can send unique attachments to the End User during an active chat when the following conditions are true…
- The agent is logged into the Browser UI
- The agent is logged into chat & available
- The end-user is chatting into the Contact Center on a Chat Inlay widget
- Or, the end-user is chatting into the Contact Center on a widget that is built using the Chat REST APIs
…this answer discusses condition number three, when the “end-user is chatting into the Contact Center on a Chat Inlay widget”.
When the end-user is chatting into the Contact Center on a Chat Inlay widget, then the agent sees a paperclip icon in the Public Response control. By clicking the paperclip icon, the agent can then select which file(s) to share with the end-user.
Administrators have the option to disable this functionality by creating a custom configuration setting CUSTOM_CFG_CHAT_AGENT_FILE_UPLOAD_ENABLE of Yes/No data type and setting its value to No (False). With this setup, the agents will no longer see the paperclip, regardless of the chat request source.
See Answer Link Popular Answers about Chat Inlays for more information.
More information about condition number four, when the “end-user is chatting into the Contact Center on a widget that is built using the Chat REST APIs” can be found in Answer 12633: Configuration tips for the Chat REST API: How to support file attachments.
