Genesys Cloud - Main

Dear Community,

I need to disable file attachments in the agent desktop chat window during customer interactions. I have verified that on the bot side, we can disable file attachments via the messenger configuration. However, on the agent side, the only available disable option is limited to internal chats (accessible through the organization settings).

Is there an option or workaround to disable file attachments for customer chats on the agent side? Any updated documentation or guidance would be greatly appreciated.

Thank you!

hi @Haridass Sarangan

have you tried managing the supported content profile.

https://help.mypurecloud.com/articles/add-a-new-supported-content-profile/

Hi @Fegy Simon,

I tried that approach-it only handles file types; however, I need to remove the file attachment icon.

hi @Haridass Sarangan

if you remove all file types in outbound, the agent cannot attach any file. 

for removal of file attachment icon , I believe you need  to raise an enhancement request, with your business use case, in the idea portal. 

regards

./Fegy Simon

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[Fegy] [Simon]
[TAM][Genesys]
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An idea for this was created in Jan. https://genesyscloud.ideas.aha.io/ideas/CEWMM-I-519