File Upload block
The File Upload block allows customers to upload files directly from Ada. Once triggered, the block initiates the native file system of the customer’s device, which they’ll use to locate and select the file to upload. The uploaded file attaches to the support ticket.
The File Upload block can output a File URL as a variable. This URL remains valid for 30 minutes and can be used to programmatically retrieve the uploaded file from Ada. Use this capability to pass files to human agents or external systems for further processing.
If you’re using Salesforce Case Creation or Zendesk Ticketing, you can use the File Upload Block and the File Token output to attach files directly to the case or ticket. You can set this up from the handoff block.
For any other type of handoffs, use the File URL to send attachments to your agents.
Any files that customers upload remain available for 7 days. After that, Ada automatically deletes those files, without keeping any backups.
Configure the File Upload block
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In your Handoff, drag and drop the File Upload block into position, at the point in the Handoff where you want the customer to upload the file.
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In the File Upload block, complete the fields under the Configuration and Save Response as Variables sections. For optional fields or variables, click the drop-down menus under each section.
