Send screenshot in web messenger

Web Messaging
1

Hi,

I have set up an internal web messenger to support my staff.
Guests are able to paste screenshots, but agents are not able to paste screenshots.
Can someone please suggest how to configure my deployment so that the agents can paste a screenshot into the message?

Thank you very much,
Isabella Clutterham

2

Hi,

I'd check the Content Profile configuration, what file formats are allowed to send.

3

Thanks for your reply David,

This was my first instinct, and I have double checked that all image types are allowed in the content profile.
I suppose the screen shot may use a different temporary file type but I'm not sure what it is.
Any ideas of where else to check? ideally, the team will be able to paste a screen shot into the chat reply without needing to save the file and attach it.

Best,
Isabella

4

I have actually now created a content profile for testing where I have allowed every file type.
This is connected to the web messenger I am trying to test and screen shots are still not being allowed, I would be very interested to hear if anyone has this working.

Mant thanks,
Isabella

5

Hi Isabella,

Can you elaborate the Agent experience?
Can you add the image to the composer? If yes, when you send it what errors you get?
What is the image file format? Is it an allowed file type?

6

Hi Isabella,

If you want to attach the screenshot from the clipboard, the current Agent UI doesn't support that.
The new upcoming Messaging Gadget will support the 'copy+paste' action.

7

Thank you David,

The Messaging Gadget will indeed solve my question.
Am I right in thinking that this is expected next month?

image
image852×96 17 KB

Thanks kindly,
Isabella

8

Correct, October is the current release target.

Regards,
David

1 Like
9

Sometimes I would suggest to check also if you are not using legacy content profile on Messenger Deployment, because recently Genesys has enabled users to be able to use all file types provided in Content Profile, I think if your deployment was created before this change, you might still use "Legacy Content Profile" for web messaging, which is just .JPEG, .PNG, .GIF. So good to check upon that too :slight_smile:

10

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