Agent file attachments with the chat platform API

With a chat platform API custom app, you can set up a workflow that lets your agents attach files during a chat session.

Agent file attachment workflow

Here's the workflow for an agent attaching a file during a chat session.

1. An agent attaches a file during a chat session.
2. Your webhook endpoint receives a message_received event, which includes the media_id value for the attached file. For more information, see Webhooks for the chat API platform.

3. Send a GET request to the following endpoint to get the attachment file, specifying the media_id value from the previous step. Authenticate using basic authentication.

   https://YOUR_CCAAS_HOST/apps/api/v1/chats/CHAT_ID/media?media_id=MEDIA_ID&media_type=MEDIA_TYPE
   

   Replace the following:

   • YOUR_CCAAS_HOST: your Contact Center AI Platform (CCAI Platform) host

   • CHAT_ID: the chat ID

   • MEDIA_ID: the ID of the file that you want to download. Get this from the message_received webhook event.

   • MEDIA_TYPE: the type of the file that you want to download. One of photo, video, audio, or document.

   A successful request returns the attachment file. For more information, see Chat platform API Guide.