Attachments

Overview

An attachment is any external file that is associated with a case. The following are examples of items that are often attached to a case:

• A scanned image of a letter sent in by a customer

• A picture or image file related to a case (possibly sent by the customer in an email)

• A voice recording made during a phone call

Viewing an Attachment on a Case

To view an attachment on a case:

• In the Attachments section of the Case window, click the name of the attachment you want to view.

• For links, you can hover over the link to view the URL.

• For image files, you can hover over the file name to view a thumbnail of the image. The following image file extensions are supported: .jpg, .jpeg, .gif, .bmp, .tif, .png, .jpe, .jif, .jfif, and .jfi.

• For PDF documents, you can hover over the file name to view a thumbnail of the first page.

Assuming that your computer is capable of viewing the type of attachment you select, it should automatically open in the correct application (for example, Microsoft Word for .DOC and .DOCX files or Adobe Reader for .PDF files).

If there are multiple attachments, they display in a scrollable list so that all attachments are accessible. Additionally, the search bar allows you to look for an attachment by name. The list of attachments is then replaced by only the attachment(s) that match your entry in the search bar.

Adding Attachments to a Case

You can add an attachment to a case in Emplifi Agent in different ways:

Method 1: Manually Attaching an Attachment File

You can create a "blank" attachment entry on a case and enter the path to the file manually. This type of attachment is used when the file resides on a network location and you would prefer to have a link to the file, instead of requiring it to be uploaded to the system.

To manually attach a file to a case:

1. On the Case window, click Add Item > Attachment > Link. Or, press [Ctrl+I], then press [H], then press [N].

2. Enter a description of the Attachment file in the Description field. If you don't do this first, a description will appear automatically with the link. This is editable.

3. Enter the full path to the file in the Link field.

4. Click Ok.

When the case is saved, the system validates the file name you entered, and automatically creates a link to the file. Those viewing the case can click the link and view it from the network location.

Method 2: Automatically Uploading Attachment File(s)

The most common way to attach a file to a case is to upload it to the website. You can upload multiple files at the same time.

To upload a new attachment to a case:

1. On the Case window, click Add Item > Attachment > Upload. Or, press [Ctrl+I], then press [H], then press [U].

2. Click the Browse button and select the file(s) you want to attach to the case.

3. In the Description field, the file description will automatically display. However, you can edit the description.

4. Click the Attachment Type arrow to choose the type of attachment being added to the case.

5. Click Ok.

Uploading HTML files that contain <script> tags is not permitted.

Method 3: Pasting an Image as an Attachment

You can add a captured image as a case attachment. When you want to upload an image to the case, simply use a screenshot software tool, such as Snipping Tool, to capture the image. Then, follow these steps to paste the image as an attachment:

1. Anywhere on the case, press [Ctrl + V] and the Upload Image window will display.

2. The Image box will display a preview of the image you captured.

3. In the Description field, enter a description for the image.

4. From the Attachment Type drop-down list, select the type of attachment for this image. This field is optional.

5. Click Upload to add the image to the Attachment section of the case.

Deleting Attachments from a Case

To delete an attachment from a case:

1. In the Attachments section of the Case window, select the check box next to the attachment you want to delete.

2. Click the menu button to open the Attachments section menu. Click Delete Attachment.

3. In the Confirm Deletion dialog box, click Delete.

To delete an attachment from the Add Attachment window:

• Click the Delete button in the file name row.

Attachment Section Menu

To open the Attachment Section menu:

• Click the menu button on the section banner. The following options will display: