As an agent, you occasionally need to take a screenshot or copy an image over for the customer and send it as a file attachment. After watching how some agents do this today, the team realised that we could make the process less complicated and not have the agent hunt for the image location.
Note: This feature is considered a 'Labs' feature, which means it could be modified or removed down the road.
How it works
With the change, you can now copy an image file or paste an image from your clipboard into the chat panel and the image will be ready to send to the customer. In the example below, I copied an image file to my clipboard and sent it over to the visitor.
Note: You can only attach an image by itself, the text field cannot have text and the image attachment at the same time.
Hopefully this enhancement saves you and your agents some time by reducing the number of steps it takes to send a screenshot or image.
This feature is available today to all trial and paid accounts (standalone and Zendesk integration customers).
This feature will currently only work for agents who log into Zopim using the Chrome or Opera browser. This is a restriction in the other browser's supporting the specific API we are using to support this enhancement. Other browsers beyond Chrome/Opera will be able to use this feature once they support the new API properly in future browser updates.
Note: Chrome in Windows can only support copying of images within the browser and cannot copy files from the system and paste in the text input field.
The good news is the majority of Zopim agents use Chrome to log in and close to 72% of global internet traffic use Chrome
File Type Restrictions
This feature only works for PNG and JPEG files. GIFs will send but will only send the first frame as an image.
This feature will not work for non-image based attachments, like documents (.pdf, .doc, .ppt).