File Upload

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• Overview
• Requirements
• Use the File Upload Block
• Chatter Experience
• Agent Experience

Overview

The File Upload app lets your chatters share files with your Zendesk Support team directly from Ada. It's as easy as placing the File Upload block in your ticketing handoff Answer where you need a chatter to share a file with you. The block initiates the native file navigation system of the chatter's device. The chatter then uses this to locate and select the file to upload. The uploaded file attaches to the Zendesk ticket and is delivered to your Zendesk environment along with it. 

📝 Note: Ada's AWS instance saves files uploaded by chatters for 24 hours. The files are then deleted automatically, with no back-ups retained by Ada.

 

Requirements

• Zendesk Ticketing app 

The File Upload block works only with Zendesk Support email ticketing accounts. It also requires Ada's Zendesk Ticketing app. If you're already using Zendesk Support, speak to your ACX Consultant about adding the Zendesk Ticketing app to your Ada dashboard.

Use the File Upload Block

Place the File Upload block in an Answer at the point where the file upload interaction should occur. Once the block is placed, setting it up is quite simple.

Note: Be sure to insert the File Upload block in your handoff Answer at a position preceding the Zendesk Ticketing app block.

1. In your handoff Answer, Drag and drop the File Upload block into position, at the point in the Answer where the chatter should be prompted to upload the file.
2. On the File Upload block, complete the fields under the Configuration and Save Response as Variables sections. For optional fields or variables, click the drop-down menus under each section. 
   

   Configuration	Description
   Accepted File Types	Enter the extensions of the acceptable file types. Include the dot in the extension. Separate multiple items with commas. Example: .jpg,.png,.pdf,.mp4
   Maximum File Size (MB) [optional]	Enter a value to set a file size limit in megabytes (MB), up to a maximum of 100 MB. Use numbers only.

   
   

   Save Response as Variables	Description
   File Data Token	Set the variable to capture the file data token. Add this variable to the Zendesk Ticketing App block to attach the chatter's uploaded file to the Zendesk Support ticket.
   File Name [optional]	Set a variable to capture the file name of the chatter's uploaded file.

3. At the bottom of the Answer, click Save.

The File Upload block is now configured. 

Chatter Experience

When the chatter encounters the File Upload block during the course of the handoff Answer, they are presented with a widget in the chat window. The widget displays:

• The accepted file types
• The maximum file size allowed
• A link titled Select file
  
  
  

When the chatter clicks the Select file link, the native file navigation view for their device displays. The chatter simply chooses a file and clicks the execute button, usually titled Open. The navigation view disappears, and the upload widget in the chat window shows a file icon and the file name. A Submit File button also appears. The chatter clicks this to upload the file. The widget displays a File successfully uploaded message with a friendly green thumbs up for good measure.

Cancelling an Upload

The File Upload block uses the Cancel Capture Answer, in case the chatter chooses not to upload a file. When the Upload File widget displays, the Cancel Capture Answer's Never mind button appears beneath it. Clicking this cancels the file upload process, and the handoff flow ends.

Keep the Cancel Capture behavior in mind when adding the File Upload block to your handoff Answer. In certain circumstances, it may be necessary to use a Conditional block to display the block to the chatter only if they explicitly agree or request to upload a file. 

Agent Experience

When a file is shared with your Zendesk Support team, the agent assigned to the ticket will see the transferred file right on the ticket itself. From there, they can click to open the file and review its content. The file appears on the main area of the Zendesk dashboard, below the transcript at the bottom of the ticket workspace.

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Have any questions? Contact your Ada team—or email us at [e-mail].