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

Sean61 · ‎04-25-2019

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 · ‎04-30-2019

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.

View solution in original post

Satyaki Bose1 · ‎10-10-2019

Hi Sean,

For an end user, they will not be able to upload animage if the image picket activity is not included in the virtual agent topic flow.

However, for the agent, the paperclip icon is visible through which they can attach the images.

I think it will be a good candidate for an enhancement request.

As far as I know we already have enhancement request to enable users to attach file types other than images/pictures from virtual agent.

Best regards,
Satyaki Bose
Technical Support Engineer - User Experience
servicenow | Works for you™

NAKUL A R2 · ‎01-06-2020

I am not sure why ServiceNow said that when the official video - Virtual Agent overview was recorded in "London" version

Attached is the video link : https://www.youtube.com/watch?v=7mWKogxX1u0

In the example they showed : Check Case status they have showed the option of Attaching a picture to the case.

satishpranga · ‎04-07-2021

Paper clip icon is available to attach any file.. I notice it from Orlando

Preethi26 · ‎11-24-2021

Hi,

How to enable or disable the attachment icon in the Live agent?