Collecting Attachments

1. Add a File Upload Step

   • To collect an attachment, simply add a File Upload step to your flow.

   Configuration:

   
   • Prompt Message: Instruct the user to upload a file.
   • Variable: Set a variable to store the uploaded file.
   • Re-prompt Message: Set a message if the user inputs incorrect data (e.g., text instead of a file).

   Logic:

   • Uploaded files are hosted on ViaSay servers for 1 month.
   • The variable stores an HTTPS link to the file.
   • File variables are accessible and editable via the Variable management page.

2. Data Limitations

   • File Size: Up to 10MB.
   • Supported Formats: PDF, Doc, Docx, PNG, JPEG, JPG.
   • Rate Limiting: 20 uploads per hour per IP.

3. Data Conservation

   • Files are temporarily stored on ViaSay servers for up to 1 month, after which they are deleted.
   • Files should be transferred to a third-party solution for long-term management.

4. Conversations Page

   • File uploads are noted in conversations.
   • Conversations can be filtered by file upload activity.
   • Files can be downloaded directly from the conversation view.

5. Collecting Multiple Attachments

   Chain multiple File Upload steps to collect multiple attachments. Bulk uploads are not supported.

6. Live Chat Compatibility

   Attachments can be exchanged during a Zendesk LiveChat session. These files are not hosted on ViaSay servers.

Sending Attachments to Third-Party Solutions

• Collected files can be sent to third-party solutions via a Ticket Handover step.

  

Zendesk Configuration:

1. Ensure your Zendesk workspace and ViaSay Chatbot are properly connected.

2. In Zendesk, verify that "customers can attach files" is enabled.

   
   

   Files from ViaSay Chatbot will appear attached to the conversation in Zendesk.

   

User Channels Compatibility

1. Widget
   • The file upload feature is fully supported in ViaSay's Widget.
2. Facebook Messenger
   • Compatible with Messenger, with specific behavior considerations:
     • Bulk uploads are not supported by ViaSay. If a user attempts this, an error message will prompt them to restart.
3. WhatsApp
   • Compatible with WhatsApp, with the following note:
     • If multiple files are uploaded, only one will be stored, and the others will be ignored. Users should be advised to upload one file at a time.
4. ViaSay Messaging API
   • Compatible with ViaSay Messaging API. Refer to the API Reference -> Messaging v1.1 -> Send section of the documentation for implementation details.