Easily Insert Existing Service Request Attachments Into a New Message

In the Redwood user interface, agents now have the option to insert existing attachments into a new Service Request message by selecting from the existing attachments on the SR. A new icon on the bottom of the Compose Message UI displays a list of the SR attachments from which to select.

Attachment Icon Available from the Compose Message UI

Once the attachments are selected, they will appear at the bottom of the Compose Message UI as shown here:

Attachments Selected in Compose Message UI

Allow agents to more easily insert attachments from the service request into a SR message.

Steps to Enable

You don't need to do anything to enable this feature.

Access Requirements

Customer Service Representatives