Custom Channel send outbound image via helpdesk
SOLVEHi,
May we check how the helpdesk, connected via custom channels, can allow sending of files/images within the reply editor? The attach file button completely disappeared.
Context:
We've built a custom channel to connect an self-developed chat on an external platform with hubspot / helpdesk.
Guests use the external platform's chat to get support, and on helpdesk, agents are supposed to reply to these customers.
The only (very cumbersome) way of sending a file to the customer is to click insert, upload a file to hubspot, then link it to the chat.
What are we missing?
Thanks in advance!
1 Accepted solution
Custom Channel send outbound image via helpdesk
SOLVEHey @lblee,
You're encountering a known limitation with HubSpot's Help Desk when using custom channels: the absence of the "Attach file" button in the reply editor. This issue arises because the file attachment functionality is not fully supported for custom channels integrated via the Custom Channels API.
HubSpot's Help Desk supports file attachments in the reply editor for native channels such as email and WhatsApp. However, for custom channels, the ability to attach files directly within the reply editor is not available. This limitation affects the user experience, as agents cannot seamlessly send files or images through the custom channel interface.
https://knowledge.hubspot.com/help-desk/connect-custom-channels-to-help-desk
Regards,
Kosala
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Custom Channel send outbound image via helpdesk
SOLVEHey @lblee,
You're encountering a known limitation with HubSpot's Help Desk when using custom channels: the absence of the "Attach file" button in the reply editor. This issue arises because the file attachment functionality is not fully supported for custom channels integrated via the Custom Channels API.
HubSpot's Help Desk supports file attachments in the reply editor for native channels such as email and WhatsApp. However, for custom channels, the ability to attach files directly within the reply editor is not available. This limitation affects the user experience, as agents cannot seamlessly send files or images through the custom channel interface.
https://knowledge.hubspot.com/help-desk/connect-custom-channels-to-help-desk
Regards,
Kosala
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Custom Channel send outbound image via helpdesk
SOLVECustom Channel send outbound image via helpdesk
SOLVEHey @lblee,
Thanks for the follow-up, and totally hear you, it’s a frustrating limitation. 😕
You can add this to the HubSpot Ideas Forum, where the product team actively reviews feedback:
👉 https://community.hubspot.com/t5/Ideas/idb-p/HubSpot_Ideas
Cheers,
Kosala
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