Add an attachment to a chat

Agents may have documents or image files that provide additional information for a case. These documents and image files can be added as attachments to the conversation for future reference.

Before you begin

Role required: agent_workspace_user

Procedure

1. Use one of these methods to add an attachment:
   • From the Action toolbar, select the attachment icon () then select the file.
   • Drag and drop a file from your local computer to the chat window.
2. If you add an attachment during a chat, the attachment is automatically transferred from the live chat to the interaction.
   If the interaction leads to the creation of a case/incident, then the attachment is automatically transferred to the case/incident.