Agents may have documents or image files that provide additional information for a case. These documents and image files can be added as attachments to the conversation for future reference.

Before you begin

Role required: agent_workspace_user

Procedure

  1. Use one of these methods to add an attachment:
    • From the Action toolbar, select the attachment icon (Attachment icon that looks like a paper clip) then select the file.
    • Drag and drop a file from your local computer to the chat window.
  2. If you add an attachment during a chat, the attachment is automatically transferred from the live chat to the interaction.
    If the interaction leads to the creation of a case/incident, then the attachment is automatically transferred to the case/incident.