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Messaging attachments

The messaging attachment feature from the Pega Customer Service application defines the file types and sizes that a CSR sends or receives as attachments over the various messaging channels.

Configure the messaging attachments by performing the following steps:

  1. In the navigation pane of App Studio, click Settings Chat and messaging .

  2. From the list of Chat and messaging settings, click the Messaging attachmentstab to configure the attachment files types and sizes to send/receive for different digital channels. The system displays the Messaging attachment page.

  3. On the Messaging attachment page, in the Channel section, click the desired messaging channel.

    The following is the use case of configuring various attachments for Web Messaging. You can configure the attachment settings of other Digital Messaging channels in the similar manner.
    Configuring supported attachments for messaging channels
    Configuring supported attachments for Digital channels
  4. To configure attachment settings for Web Messaging, click Web Messaging. The system displays the Web messaging attachment security settingsdialog box as shown below:

    Configuring attachment security settings for Web Messaging
    Configuring attachment settings for Web Messaging
  5. The following table shows the various attachment options available for Web Messaging:

    • The default file type that is allowed for all digital channels is "Images."
    • The allowed file extensions can vary for other digital messaging channels.
    • The default attachment size for sending and receiving files by a CSR across all messaging channels is 2 MB.
    • The maximum file size that a CSR can send or receive is 10MB.
    • The CSR cannot send any attachments over the public channels, such as Facebook public posts and Twitter public tweets.
    Type (1) Allowed file extensions (2) Maximum file size for sending (3) Maximum file size for receiving (4)
    Images
    • .bmp
    • .gif
    • .jpg
    • .jpeg
    • .png
    • .webp
    1MB, 2MB, 5MB, 10MB
    To disable sending the image attachment, select Not allowed in the Max send size list.
    1MB, 2MB, 5MB, 10MB
    To disable receiving the image attachment, select Not allowed in the Max receive size list.
    Videos
    • .3g2
    • .3gp
    • .3gpp
    • .avi
    • .dat
    • .divx
    • .dv
    • .mod
    • .mov
    • .mp4
    • .mpeg
    • .qt
    • .wmv
    1MB, 2MB, 5MB, 10MB 1MB, 2MB, 5MB, 10MB
    Audios
    • .aac
    • .amr
    • .flac
    • .m3u
    • .mid
    • .mka
    • .mp3
    • .ogg
    • .ra
    • .sdt
    • .stap
    • .wav
    1MB, 2MB, 5MB, 10MB 1MB, 2MB, 5MB, 10MB
    Documents
    • .csv
    • .docx
    • .pdf
    • .ppt
    • .rtf
    • .txt
    • .xlsx
    1MB, 2MB, 5MB, 10MB 1MB, 2MB, 5MB, 10MB
  6. The following table shows the maximum file size for sending and receiving attachments of other file extensions, like .exe and ,zip.

    Other file extensions (5) Maxing file size for sending (6) Maxing file size for receiving (7)
    .exe 1MB, 2MB, 5MB, 10MB 1MB, 2MB, 5MB, 10MB
    .zip 1MB, 2MB, 5MB, 10MB 1MB, 2MB, 5MB, 10MB
  7. Click Submit in the Web messaging attachment security settingsdialog box, and then click Save.

The attachments that you configure in the <digital messaging channel> attachment security settings dialog box appear under Files allowed to be sent and Files allowed to be received for a specific digital messaging channel.
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