Ability for Redwood Agents and End Users to Add Attachments to their Chat Conversations

  • Redwood Agents and end users will be able to add, send and view attachments while in a chat conversation.
  • Redwood Agents will be able to add multiple files to a chat conversation from the chat input field using the "+" sign.
    • After clicking on upload file button, a file explorer window will be displayed
    • Agents will then be able to select the file(s) they wish to share with the end user.
    • After selecting files, a list with file names should be displayed in the chat compose box.
    • Files will not sent to the end user until the agent has submitted the message.
    • Agents can continue to send messages to end user if file(s) are in uploading status.
    • Agents can remove the selected file(s) before submitting from the message.
    • Agents can send attachment in conference mode.
    • An auto dismiss error message will be shown if the file attachment fails.
    • An auto dismiss error will be shown if chat file(s) are not able to upload due to API errors.
    • After submitting, attachments should be visible to end user and agent transcripts as a downloadable link with file name.
    • Agents will be able view and download the attachments in interaction history.
  • End users will be able to send attachments if they are authenticated or not.

Note, Live Window does not support chat file attachments.

Redwood Agents will be able to quickly share files with an end user or vice versa to help resolve or determine a problem.

Steps to Enable

Review the REST service definition in the REST API guides to leverage (available from the Oracle Help Center > your apps service area of interest > APIs & Schema). If you are new to Oracle's REST services you may want to begin with the Quick Start section.

Agent attachments are enabled by updating the allowAgentAttachments parameter in chatAuthenticate API

Tips And Considerations

  • File size and types will be restricted, if a file is too large or the type is not allowed, the user will receive an error message.
  • Live Window does not support chat file attachments

Key Resources

See the Chat With a Customer section of the Using Service Center in the Redwood User Experience guide

Also, see Implement Web Chat section in the Overview of Web Chat for Service guide.

Access Requirements

An Administrator will need the appropriate privileges to:

  • Opt-In must be enabled for the Redwood Experience

  • Enable agent attachments using the allowAgentAttachments parameter in chatAuthenticate

  • Agents must have the Chat Agent Representative role (or one similar) to accept chats and add attachments

  • The Chat Agent Abstract role