1. An agent/customer is trying to send a file as an attachment and is unsuccessful. 

How do we resolve this issue?

1. Using admin credentials, connect to the Agent Workspace.

2. Click the Settings icon (Gear icon) and navigate to the Privacy & Security module.

3. Click on the Media tab and select the option to upload files for the agents/customers. 

4. Check the box of the desired file types enabled to be sent by the Agent Workspace and choose the maximum file size you wish to send.

5. Save the settings at the bottom corner of the screen. 

Note: Specific channels can hold different media permissions. Update the Privacy & Security settings on each relevant channel.