Hi Community,
our customer asked us to disable the functionality of sending attachments via the Web Messaging channel. We disabled the relevant configuration in the 'Messenger Configurations' section (see image), and on Messenger widget we no longer see the button (see image). But on the Agent interface, there is still the button (see image) and the functionality to send attachments.
We already checked in Agent's Roles, but there aren't permissions regarding attachments for web messaging channel.
Can anyone help us?
Hello Marco, your observation is correct, the Attachment icon is not affected by Messenger's Guest Session configuration.
That Attachment function on Agent-side is not dependent on permissions at the moment, it would have to eventually depend upon Supported Content Profile so that Agent-UI should disable the function (and icon) when no outbound attachments are defined within the current/default Profile. I believe this functionality should be revisited across all Messaging channels.
For Web Messaging specifically we'll try to assess whether some improvements can be added as part of this upcoming work https://genesyscloud.ideas.aha.io/ideas/DIG-I-153
