Attachments (Case)

1. Description

Contains links and all files that were shared within the case.

The tab consists of the “Files” and “Links” sections (Fig. 1).

Fig. 1. “Attachments” tab

1.1. Files

— used to add a file. After clicking the icon a file selection window opens where you can choose files.
— used to download all files. After clicking the icon the files.zip archive containing all attachments is downloaded.
— used to delete an individual file.

1.1.1. Files automatically added from chat

If a chat is linked to the case, all files sent within that chat are automatically displayed in the “Files” section of the “Attachments” tab.

Features:

Automatically added files appear in the general list of attachments.
Such files cannot be deleted — the delete icon is not displayed for them.
The file list displays the sender’s name (operator, customer, or bot).
Automatic attachments are added without any action required from the operator.

This feature ensures that all files received in the chat are stored as part of the case.

1.2. Links

— used to add a link. After clicking the icon fields appear for entering the URL and the display text (Fig. 2).

Fig. 2. Adding a link

— used to delete a link.