Managing email attachments

Administrators can define files that agents can attach to response emails and webchats. The attachment can then be sent via email or chat session to the customer. When managing attachments administrators can set labels, download existing attachments and delete attachments they no longer need.

Add an email attachment

The maximum size of an attachment is 10Mbytes.

1. Click Agent Assets > Attachments in the menu bar
2. Click Add and the new attachment page is displayed
3. Enter a mandatory Name (up to 200 characters)
   • The name must be unique within your company
4. Enter a brief description (up to 250 characters) if required
5. For labels, enter any words you want to associate with the email attachment
   • Multiple labels can be associated with each email attachment.
6. Click Upload
7. Locate the relevant file and open it
8. Click Add
9. The attachment will be added

Edit email attachments

1. Click Agent Assets > Attachments in the menu bar
2. Select the relevant attachment
3. Update the name and description as required
4. To upload a new attachment, click upload and select the new file
5. To download the attachment, click the download button
6. Click Save Changes
7. The attachment will be updated

Delete an email attachment

1. Click Agent Assets > Attachments in the menu bar
2. Select the relevant attachment
3. Click Delete
4. Click Yes to confirm
5. The attachment will be deleted

Definitions

• Name: The name of the attachment.
• Description: A brief description of the attachment.
• Labels: Tags that are associated with the attachment.