Solve Widget’s attachment analysis feature is designed to enhance troubleshooting processes by allowing users to upload screenshots or images. This cutting-edge functionality goes beyond Optical Character Recognition (OCR), boasting advanced image recognition capabilities. It can identify a wide range of elements within images, including colors and specific objects, making it an invaluable tool for tasks that go far beyond simple text extraction.
Setup
Important: To make this feature work, you must pair Classic and Autoflow. Follow the steps below to ensure a successful setup.
Classic Workflow
- Go to Solve > Workflow Builder.
- Open an existing Classic workflow. If you want to create a new Classic workflow, click + Create New Intent. For more information on creating intents, see How to create custom intents in Workflow Builder.
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Under the Business Logic on the right side of your dashboard, drag the Add Attachment component into your workflow.
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Click the component and configure the following according to your needs:
- Attachment upload message: Set a message that will be displayed to users when they need to upload attachments.
- Maximum number of files to upload: Specify the maximum number of files users can upload (e.g., up to 5 files).
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Attachment output: Create an output variable to store the uploaded files. This will allow you to access and process the attachments later in Autoflow. For more information on creating an output variable, see Create Custom Context Variables.
Note: You must use Flat List as the Context Variable type to store the attachments.
- Click Save.
- Configure the workflow to route it to an Autoflow. This will automate the response generation based on the uploaded files.
Autoflow
- Go to Solve > Workflow Builder > + Create New Intent. For more information on creating an Autoflow, see Getting Started with Autoflows.
- Create an Autoflow policy based on the Classic workflow you have configured previously. For detailed instructions on creating Autoflow policies, see Examples and Best Practices to Follow in Creating Autoflows Policies.
- On the right side of your dashboard, click the Context Variable you designated for storing uploaded files.
- Click Preview to test the attachment analysis functionality.
View attachments
At this time, we will not include any image in the ticket due to the potential presence of personal identifiable information (PII). However, the Context Variable retains all links to these images, allowing agents to view them by clicking the provided link.
Note: The URL for the uploaded file will be saved for a duration of up to 15 days.
Frequently Asked Questions (FAQs)
Q: What file types are supported by the attachment feature?
A: The attachment feature supports the following file types:
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- JPEG (.jpg, .jpeg)
- PNG (.png)
- WebP (.webp)
- GIF (.gif)
- Text (.txt)
Q: What is the maximum number of files that can be uploaded?
A: The maximum number of files that can be uploaded is 5.
Q: What is the maximum file size limit per file?
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- For text files (.txt), the maximum file size limit is 20 KB.
- For image files (JPEG, PNG, WebP, GIF), the maximum file size limit is 20 MB.
Q: What help desks are supported?
A: All help desks that are supported by Solve.