Customers can send your agent an image or a PDF, and the agent reads it as part of their message. A customer can photograph a damaged product, send a screenshot of an error, or attach an invoice, and the agent answers based on what is in the file. This works in every chat channel that lets customers send files. Voice conversations have no attachments.
You do not switch this on. Any agent on a channel with file support can receive files.
What the agent can read
|
File type |
Limit |
|---|---|
|
Images: JPEG, PNG, WebP, GIF |
as accepted by the channel |
|
|
up to 8 pages |
HALO turns each PDF page into an image and shows the pages to the agent together with the customer's text. The agent also knows the file name and type, so it can refer to the file in its answer.
When a file cannot be read
Two situations stop the agent from reading a file:
-
The file is a type HALO does not support, for example a Word document, a spreadsheet, or a video.
-
The PDF has more than 8 pages.
In both cases HALO does not try to answer the message. It runs the fallback flow you configured for the profile, in the same way as for a question the agent cannot handle. Depending on your settings that is a fallback message, a fallback tool, or a handover to a live agent. See Conversation Flow for the fallback options and Handover to live agent for handover.
If the agent tells a customer it cannot see a file, check these in order:
-
The file type is one of the supported types above.
-
The PDF has 8 pages or fewer.
-
The profile has a fallback flow, so the customer gets a reply when a file is rejected.
What this is not
Files the agent reads during a conversation are not stored as knowledge. To let agents answer from your own documents, add them as a knowledge source under Knowledge. See Knowledge.
Files the agent sends to the customer, for example a brochure or a map, are configured on the step that sends them, not here.