Preview attachments in the agent workspace
Agents can preview an attachment on an email contact, a chat contact, or a case directly in the agent workspace, without downloading it to their device. Previewing keeps customer files off agent machines, and it is faster than downloading a file and opening it in a separate application.
When an attachment is a supported file type, Amazon Connect Customer renders it inline in the preview gallery. When it isn't, or when it can't be rendered, the gallery shows the file's details and a Download button in place of the rendered content. Either way, the agent can still download the file as usual.
Prerequisites
Before agents can preview attachments, the following must be true:
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Attachments are enabled for your instance. Preview works only on files shared through attachments. See Enable attachments in your CCP so customers and agents can share and upload files.
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Attachments have passed scanning, if scanning is set up. If attachment scanning is set up for your instance, an agent can preview an attachment only after scanning approves it. Files that scanning rejects are never previewable or downloadable. See Set up attachment scanning in Connect Customer.
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Agents use the agent workspace. Preview is not available in custom agent applications built on the Connect Customer Streams API.
Supported file types for preview
Amazon Connect Customer renders the following file types inline in the preview gallery.
| Preview type | File extensions |
|---|---|
| Document | .pdf |
| Image | .jpg, .jpeg, .jfif,
.png, .gif, .webp,
.bmp |
| Text | .txt, .log, .csv,
.json, .xml |
File types that aren't in this table, such as .docx,
.xlsx, .zip, or .eml, can't be previewed,
but agents can still download them. For the file types that can be attached in the
first place, see Connect Customer feature specifications.
Note the following behavior for specific file types and sizes:
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.svgand.htmlfiles can't be previewed, even in browsers capable of rendering them. Because both formats can embed potentially malicious executable scripts, Connect Customer blocks their preview to mitigate security risks. -
Large attachments might not render inline. When an attachment is too large to render, the agent sees the file's details and a Download button instead.
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Long files preview only partially. For long files, the preview shows only a portion of the content. Agents can download the file to view its complete contents.
How agents preview an attachment
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Agents open an email contact, a chat contact, or a case in the agent workspace. Attachments, if present, appear as a list of file names.
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Agents can then choose an attachment to view it in the preview gallery, or choose View all to open the gallery at the first attachment.
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In the gallery, the agent can do the following:
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Move between the attachments by using Previous attachment and Next attachment, or the thumbnail strip. The thumbnail strip appears when there is more than one attachment.
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Scroll through a multi-page PDF.
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Choose Open in new window to view the attachment at a larger size in a separate browser window. This is useful for attachments with fine detail, such as multi-page PDFs or images that contain small text. The agent workspace stays open, and the agent can close the window to return to it.
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Choose Download to download the file.
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Agents can choose Close preview to close the gallery and return to the contact.
When a preview isn't available
When a file can't be previewed in the agent workspace, the gallery shows the file's name and size with a Download button instead of rendered content. Files can't be previewed for the following reasons:
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The file type isn't listed in Supported file types for preview.
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The file is too large to render inline.
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Attachment scanning is enabled and has not yet approved the attachment.
Considerations
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Preview is available for attachments on email contacts, chat contacts, and cases in the agent workspace.
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Previews are for viewing an attachment in place. To work with a file, the agent chooses Download, or Open in new window for a larger view.
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The preview gallery is localized to all languages that the agent workspace supports.
