You can configure CCAI Platform so that agents can use rich messaging, emoji, and file attachments in the chat adapter. Rich formatting and emoji are available in chat shortcuts and in web SDK and mobile SDKs messages without any special configuration. Rich formatting is not available for SMS chats.
Configure rich messaging and file attachments for the chat adapter
To configure rich messaging and file attachments for the chat adapter, follow these steps:
In the CCAI Platform portal, click Settings > Chat. If you don't see the Settings menu, click Menu, and then click Settings > Chat.
In the Global Chat Settings pane, for Rich Messaging, select the required options from the following:
Allow agents to attach files
Allow agents to format messages (e.g. bold, italicize, create lists)
Allow agents to use emojis.
Click Save Global Chat Settings.
File attachment limitations
This section describes file attachment limitations.
Allowed file types
The following table shows the file types that agents can attach to messages in the chat adapter.
| Image | Video | Audio | Document |
|---|---|---|---|
| JPEG, JPG, PNG, GIF, WebP | MP4, MOV, AVI, WMV, WebM | MP3, WAV, M4A, WEBA | PDF, DOC, XLS, PPT, CSV, TXT |
File size limits
The following table shows size limits for files that agents can attach to messages in the chat adapter.
| Image | Video | Audio | Document | |
|---|---|---|---|---|
| Chat adapter | 100 MB | 100 MB | 100 MB | 100 MB |
| Web SDK | 20 MB | 20 MB | N/A | N/A |
| Mobile SDKs | 2 MB | 20 MB | N/A | N/A |
For the mobile SDKs, if you attach an image or video file larger than the limit shown in this table, the file is compressed to within the limit. This could reduce the quality of the image or video.