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.
