Webex Contact Center supports the following file extensions as attachments:

.html .mhtml .mht .odt .pdf .pdfxml .rtf .shtml .xps .xml .xhtml .txt .eml .msg .ods .dot .dothtml .dotx .dotm .pot .pothtml .ppthtml .pptmhtml .pptxml .potm .potx .pps .ppam .ppsm .ppsx .pptx .pptm .ppt .pub .pubhtml .pubmhtml .xls .xlshtml .xlthtml .xlt .xlsm .xltx .xltm .xlam .xlsb .xlsx


Embedded images are not supported in the attachments with the above-mentioned file extensions.

You can send and receive up to 25 MB and maximum 10 files in attachments. In case the incoming email has attachments over 25 MB, then few of the attachments are dropped incrementally to be within the 25 MB limit, and then it is assigned to you.

By default, Chat and Email Attachments option is enabled.

1

Log in to the Customer Organisation from https://admin.webex.com and navigate to Services > Contact Center > Settings.

2

In the Chat and Email Attachments section, use the toggle button to disable or to enable the feature. When this option is disabled, Chat does not provide an option to upload attachments, and incoming Email attachments get dropped.

1

Log in to the Customer Organisation from https://admin.webex.com and navigate to Services > Contact Center > Settings.

2

In the Security Settings section, choose Redact or Drop. By default, Redact is selected.

  • Redact (mask) confidential user information from Chat and Email content.

    The following rules are applicable for Redact:

    If

    Then

    1

    Cardholder data is detected in an incoming or outgoing Email (in subject line, body, or attachments)

    • The specific content is redacted for subject line and Email body.

    • The attachments that have cardholder data are dropped.

    • The sender is alerted about the enforced redaction.

    2

    Cardholder data is detected in Chat message (in body or attachments)

    • The content is redacted before it is sent across.

      The updated content appears for both the sender and the receiver.

    • The attachments that have cardholder data are dropped.

    • The sender is alerted about the enforced redaction.

  • Drop (block) Chat and Email messages which contain confidential information.

    The following rules are applicable for Drop:

    If

    Then

    1

    Cardholder data is detected in an incoming or outgoing Email (in subject line, body, or attachments)

    • The Emails including their attachments are dropped.

    • The sender is alerted about the delivery failure due to policy violations.

    2

    Cardholder data is detected in Chat message (in body or attachments)

    • The message and attachments are dropped.

    • The sender is alerted about the enforced drop.

3

To enable the Chat Security Banner feature, use the toggle button.

The following banner message gets displayed: "Do not share personal/confidential information in chat messages or attachments"

This feature enables you to define an allowed list of domains that are considered as trusted, and can be accessed from Webex Contact Center applications. This helps to ensure compliance with the content security policy framework that browsers enforce. To know more about the content security policy, see https://developer.mozilla.org/en-US/docs/Web/HTTP/CSP.

To add a trusted domain to the allowed list:

  1. On the Control Hub home screen, navigate to Contact Center > Settings.

  2. In the Content Security Policy Allowed List section, enter the domain of the web resource that you need to access.

  3. Click Add.

    The domain appears in the Registered Domains list.


    • To remove a domain, click the x mark on the domain name. Domains tagged in grey are mandatory and cannot be removed.

    • If the Agent Desktop is embedded within an iFrame of another domain of an organization, add the domain to the allowed list of the Content Security Policy. After the domain has been added to the allowed list, it takes 10 minutes for the Agent Desktop to load within an iFrame. You can either reload or sign in again to the Agent Desktop to view the changes.