Is there a way to allow users to attach files/screenshots to the Virtual Agent/Live Agent chat?

[Sean61]

I've been testing Connect Support chat, but have ultimately decided to run with Virtual Agent/Live Agent chat because of the ability to connect these chats to Agent Workspace. However, as far as I can tell, there's no way for users to attach files or screenshots to the chat that they start from the Service Portal. This was a very useful feature with Connect Support, is there any way to get this functionality in Virtual Agent chat?

For example, as a user I can attach a screenshot by pasting directly, or using the attach icon in a Connect Support chat:

However, there is no such functionality in the Virtual Agent chat window:

The agent has the ability to attach an image or file from within Agent Workspace, so the functionality for attachments exists somehow:

Is there any way to allow users to add attachments to these chats?

[Alikutty A]

I am looking for the same functionality in virutal agent and digging further into its widget. Will let you know if I succeed.

[Sean61]

Sounds good. The widget is just an iframe for $sn-va-web-client-app.do, if that helps.

[Alikutty A]

I was able to add the paper clip(attachment functionality) over virtual agent, looking for a way to a put the file over the chat UI. The file currently uploads on a target table. I have opened a HI to check if there are any APIs that could be used for it. 

[Alikutty A · Accepted solution]

This feature is planned for NewYork release and right now there is no accessible APIs available to set it up.

So here is the official response from HI if any one is looking for it.

I have checked with DEV team on the possibilities of getting an attachment in the Virtual agent chat window, but this feature is not available with the current version. They are implementing this for NewYork version, this is going to be available sometime in this year.

To implement this by using existing API, a professional services team could let you know the possibilities.

NOTE: Debugging and fixing customers implementation is out of the scope of Customer Support and it is my duty to offer you services of our Professional Services department. If you want me, I can put you in contact with them but please note that they charge for their services.