Agent-integration channels that connect to Oracle B2C Service version 19A and later support the ability of both agents and users to attach images, audio, video, and files to the conversation.

If the following conditions are met, then both users and agents can click an attachments button to attach the object to the conversation.

• You must use Web Chat for Service, or another messaging platform that supports attachments. (Otherwise, users won't be able to attach files.)

• The skill's agent-integration channel must have been created using Oracle Digital Assistant 20.1 or later. If the channel existed prior to version 20.1, then you must delete the channel and re-create it.

• The channel must connect to Oracle B2C Service version 19A or later.

Note that when the above conditions are true, you must use the standard format to pass custom field values as described in The Standard customFields Object.