Agent Chat attachments aren't uploading into Interaction Record

Becky T_
Tera Contributor

‎04-09-2021 03:13 PM

Hi All, 

We're in the process of configuring HR Agent Workspace and Agent Chat. We've found attachments that are uploaded into the chat conversation are not being transferred into the corresponding interaction record. Is it possible to have all attachments in the chat conversation upload to the interaction record?

Thanks, Becky

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Chris D
Mega Sage
Mega Sage

‎05-03-2021 07:35 AM

I unintentionally answered this in another thread, but the long and short is that we too have noticed this feature missing as well and have worked around it in a custom business rule (that copies the attachment to the related incidents - though you can of course just copy it to the interaction itself).

Getting to the chat's attachments is a little indirect, but just requires a few nested GlideRecord queries that follow this relationship:

  • Interaction (interaction)
  • ↕↕↕
  • Live Group Profile (live_group_profile)
    • Name = New Interaction: [IMS #]
  • ↕↕↕
  • Live Feed Message (live_message)
    • Conversation = [live_group_profile]
    • Has attachments = true
  • ↕↕↕
  • Attachment (sys_attachment)
    • Table name = live_message
    • Table sys_id = [live_message sys_id]

From there, you can do a GlideSysAttachment.copy() to duplicate the attachment for the IMS record.