Use the File Picker user input control in a Virtual Agent topic to prompt a user to upload an image or any file type. After the user uploads an image file, the image appears immediately in the Virtual Agent client.

File Picker user input control properties

All file types are supported by the file picker, except the SVG format for image files. Although the image can be high resolution, the image displayed in the Virtual Agent client is scaled based on the aspect ratio. Images scale to fit within the chat window.

In Microsoft Teams, a file can be uploaded through the paper clip (attachment) icon, or using drag-and-drop. Copying and pasting only works for image files. Users can share attachments on Microsoft Teams through the Virtual Agent file picker user input control, and by sending attachments while chatting with a live agent. Multi-attachments are supported for both live agent and file picker scenarios.

Learn what the live agent picker scenario supports or doesn't support:
  • Supports multiple files.
  • Doesn't support the SVG format for image files.
  • Supports a combination of text, files, and emojis. However, orders may show up differently between how a user sends these items versus how an agent views these items.
  • Doesn't support formatted text.
When a file upload is in progress, you can't upload or enter text for the live agent picker scenario. The uploaded files go through a virus scan and validation.

Learn what the File picker control supports or doesn't support:

  • Supports multiple files.
  • Doesn't support the SVG format for image files.

When a file upload is in progress, you can't upload or enter text for the file picker control. The uploaded files go through a virus scan and validation.

You can link an uploaded file to a case you create using the Record Action utility. For more information, see Record Action utility.

The following table lists the details about the properties of the File Picker.
Table 1. File Picker properties
Property Description
Node name Name that identifies the File Picker user input control node in the topic flow.
Variable name Name of the variable that stores the user response to this prompt. The variable name is automatically created from the Node name property.
Prompt Prompt or question asking the user to upload the item. The prompt can be a text string that includes variables or a script that returns text.
Allow user to upload Type of file to upload. All file types are supported, except the SVG format for image files.
Advanced
Confirmation messages
Input completion confirmation

Bot response shown to the user when the node interaction is complete. The message can be either a text string or a script that returns text. For example, if you're using dot-walking: Thanks, (Input Variables > Username)! Or if you're using a script, the acknowledgement might be: Thanks, {{vaInputs.username}}!

Default value confirmation

Message that asks the user to verify that the value in the Default value field is correct. This message is used instead of a value in the Prompt field. It can contain either a text string or a script that returns text. For example, if you're using dot-walking: Are you (Input Variables > Username)? Or if you're using a script, the confirmation message might be: Are you {{vaScripts.lastUsername}}?.

Hide or skip this node
Conditionally show this node if

No-code condition statement or low-code script that specifies a condition for presenting this node in the conversation. The condition must evaluate to true.

Allow user to skip this node if

No-code condition statement or low-code script that specifies a condition for letting users skip this node in the conversation.

Using the File Picker control in different client interfaces

The process to select an image differs based on the Virtual Agent client interface. Use the following steps to select an image in the client interface of your choice.

The following table lists details about the File Picker control in different client interfaces.

Example of a File Picker user input control

Note: Virtual Agent Designer controls may display and function differently in other channels.
File Picker properties File Picker prompt
Figure 1. File Picker user input control basic properties
Basic properties include the node name, prompt, and file type, either Image or All file types.
Figure 2. Web UI file picker prompt (image)
In a chat window, the prompt reads, "Please upload your image." The button reads, "Click here to upload an image."
Figure 3. ServiceNow mobile file picker prompt
Prompt that reads, "Please upload a file for the detailed description of the case." There are three options: Upload an Image, Take Photo, or Upload a File.

Channel support

The following table lists the details about the channel support for the File Picker user input control.