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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Agents cannot download...
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Agents cannot download file attachments directly from Omnichannel chat panel

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Posted on by rijunior 15

Hi Team, 

I was testing the "Chat File attachments for customers" capability in Omnichannel and I could not download the attachments sent from customers directly from Omnichannel chat panel (see image bellow). I was only able to get access to the attachment files from the "Notes" entity after the session was closed and conversation was changed to the closed state. 

I would like to know if this is the correct behaviour and if there is some way for agents to get access to the attachments while the session/conversation is still active. 

pastedimage1592315772257v1.png

Thanks in advance!

  • ridecast Profile Picture
    ridecast on at
    RE: Agents cannot download file attachments directly from Omnichannel chat panel

    Yes the issue is already fixed by Microsoft

  • RPA Senthil Profile Picture
    RPA Senthil 5 on at
    RE: Agents cannot download file attachments directly from Omnichannel chat panel

    Hi,

    I'm facing the same issue, did you get any update from Microsoft.

  • rijunior Profile Picture
    rijunior 15 on at
    RE: Agents cannot download file attachments directly from Omnichannel chat panel

    Hi,

    I've opened an support ticket with Microsoft and they mentioned this is a bug. They are already working on the correction and that should be available soon. Thanks

  • rijunior Profile Picture
    rijunior 15 on at
    RE: Agents cannot download file attachments directly from Omnichannel chat panel

    Hi Rakesh,

    yes both file attachments for agent and customer is set to yes.

    The problem here is related to download the attachment from chat panel. Not the attachment activation.

    Regards

  • RakeshJ Profile Picture
    RakeshJ on at
    RE: Agents cannot download file attachments directly from Omnichannel chat panel

    Hi,

    The setting responsible for the agent to allow the access to attachments is mentioned in https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/configure-file-attachment

    pastedimage1592326623029v2.png

    Please make sure this setting is enabled.

    If this is helpful, kindly mark this as verified.

    Regards,

    Rakesh

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