1. An agent/customer is trying to send a file to a customer and is unsuccessful. How to solve this issue?

1a. Connect to the Agent Workspace with an account holding ADMIN permissions.

1b. Click on the Settings icon (lower-left hand corner of the screen)

1c. Find the Privacy & Security module and click on it.

1d. Click on the Media tab.

1e. Within the Media tab, an option to upload files is displayed (agent/customer)

1f. Mark the checkbox of the desired file types which are enabled by the Agent Workspace and choose the desired maximum file size you wish to send.

1g. Afterwards, click on Save.

Please note: If you want a specific channel to hold different media permissions, you need to update the Privacy & Security settings on the relevant channel.