Overview
Customers want to avoid accidentally sending videos in the customer support chat. Currently, attaching a video automatically sends it without confirmation, which can lead to unintended file sharing or privacy concerns.
Current Limitations
• The chat automatically sends video attachments as soon as they are selected.
• There is no confirmation or preview step for videos.
• A similar confirmation mechanism exists for image attachments but not for videos.
General Example
A support agent attaches a short troubleshooting video to the chat. The video is sent immediately, before the agent can confirm or verify it’s the correct file, potentially exposing sensitive content or causing confusion in the conversation.
Requested Enhancements
- Add a confirmation prompt when a video file is attached, similar to the existing image confirmation flow.
- Display a thumbnail or filename in the confirmation dialog for review before sending.
- Allow users to cancel or replace the video before final submission.
- Maintain consistent behavior across both image and video attachments.
Business Value
• Reduces risk of sharing incorrect or private video content.
• Aligns attachment handling consistency across media types.
• Improves user confidence and control in customer communications.
• Enhances data protection and supports professionalism.
