Yes, A user can add file attachments in the chatbot both when they are in a case context and when they are outside of a case context. When a user is in a case context, file attachments are part of the processed business case. The file attachments are automatically assigned to an interaction case when a user is outside of a case context.
Posted: 1 year ago
Posted: 25 Jun 2020 12:15 EDT
Amit Patel (Amit_Patel)
Director, Customer Service Engineering
I believe the question was whether the chatbot can send an attachment to the user, not the other way around. The answer to that is that this can't be done directly from the bot to the user's desktop. One good option would be to update the case flow to send the attachment via an email with an automation.
Hi Amit - In continuation to above, customer is able to send attachments to CSR whereas no such option is available for CSR to send attachments to customer. What is the recommended way? there is only upload image option and text options for live agent chat