We are currently using the native Genesys Bot and would like to implement a custom attachment button with the following behavior:
* The attachment option should become available only after the customer has been connected to a live agent.
* Any file uploaded by the customer should first be routed to AWS for virus scanning.
* The attachment should be made available to the agent only after it has successfully passed the virus scan.
The challenge we are facing is that the default attachment capability in the Genesys Bot is available from the beginning of the interaction. As a result, it does not meet our requirement of restricting file uploads until the customer is engaged with an agent and ensuring that all attachments are validated before being exposed to agents.
We would like to understand whether this use case can be supported through a custom implementation and what options are available to achieve this behavior.
#ConversationalAI(Bots,VirtualAgent,etc.)------------------------------
Rudra Ghosh
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