Do we scan the file/attachment that is being sent by the customer before it reaches to the agent?
The concern brought up by the security team of client 's end is that given we cannot disable the attachment sending on WhatsApp.
This is a potiential go-live blocker hence need assistance on this.
Hey @Dimple_Mehta , We currently don’t scan the attachments being sent/received in Inbox.
Can you explain this -“given that we cannot disable the attachment sending on WhatsApp”? Do explain the problem in general and what is it that we are trying to do here for us to suggest solutions/workarounds.
Hey @Sandeep_Rajaram
The customer fears that the end-user may send malicious file to the agent and may compromise their security on the same.
Right now, we have disabled the attachment icon on website bot however, for whatsapp we are not able to limit it. Thus, in anycase the agent will receive the file from end-user if sent from whatsapp
They have proposed that we either scan the file or disable the input/ability to send the attachment from end-user completely.
@Dimple_Mehta We will not be able to restrict end-users from sending attachments in channels that we don’t have control of [Say WhatsApp, Facebook, etc.,]
Scanning incoming attachments is something that has to be taken as a feature request. Pls raise a JIRA ticket so that we redirect this to the appropriate team internally. Feature requests will only be taken up based on priority & demand. In any case, this should not be a go-live blocker
For the time being, we’d suggest the agents not open any such attachments sent by the end users, if the business does not expect its end users to share attachments in their support workflow.
Created the corresponding JIRA.
Thanks @Dimple_Mehta, we will look into this. And No, it is not possible for us to disable certain from receiving attachments
Okay, thanks for the confirmation, Sandeep.