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Attachments in Live Chat


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We have found that once a chat message has then be raised into a ticket in hornbill the chat transcript is viewable to other users /teams taking over the ticket. However, individuals without a chat licence are then unable to view any attachments / screenshots that have been shared in the chat conversations originally. 

We were under the belief that the whole chat transcript including any screenshots shared would be viewed by all - This is currently leading us to a duplication of work by having to reach out to the customer again for screenshots / attachments in order to be able to provide a service. 

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Hi Kirsty,

Thanks for your post.  I believe that need for a Live Chat subscription is a requirement to view attachments and images.  These are held within the Live Chat app and without a  subscription, a user wouldn't have access.  I'll make sure our development team is aware of your feedback.    

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Hello Kirsty,

Just to confirm what @James Ainsworth believes, in order to access the embedded media content within conversations maintained by Hornbill Live Chat you need to be allocated to the Hornbill LiveChat application as a user.  That was a design decision taken when LiveChat was implemented as this is fairly typical of these types of chat systems and their integrations.  Were we to transfer the content as well as the transcript text, we would be essentially re-creating another read-only version of LiveChar (at least under the hood) to achieve that, as well as some very tightly coupled dependancies.  

Gerry

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@Gerry Good Morning, Later this year we will be looking to implement a Live chat solution and looking at offerings both within Hornbill and 3rd parties. This thread has sparked a question.

Currently we deal with a lot of remote site where we have potential firewall issues, many of these are not able to be fixed at first contact and we have to find ways to capture a screen shot and send this into us and passed onto our 3rd line teams. Can I ask if a customer took a screen shot and attached it through a live chat session, The session would need to be raised into a ticket would this be available to our 3rd line teams or would they need to also have a live chat license?
Thanks

 

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@Kelvin

As above, yes that is correct, as it is currently implemented, only people with a livechat subscription can access the embedded content within chat sessions.  I expect if you integrate with any thrid-party chat tools I am sure you will find pretty much the same situation there too. 

Gerry

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