Current Challenge:
In the live chat agent interface, users cannot directly copy-paste or snip an image into the chat window. Instead, they must save the image locally and then upload it as an attachment. This extra step adds unnecessary handling time and creates friction in the overall experience.
Why This Matters:
- Efficiency: Agents often need to share screenshots or visual snippets quickly during troubleshooting or support conversations. The current process slows them down.
- User Experience: Requiring file saving and uploading feels outdated compared to modern chat tools that allow seamless image pasting.
- Productivity Impact: Every additional step compounds delays, especially in high-volume support environments where speed and simplicity are critical.
Proposed Solution:
Introduce functionality that allows users to copy an image (or use a snipping tool) and paste it directly into the chat window, without needing to save and attach the file. This mirrors the behavior of popular messaging platforms and aligns with user expectations for real-time collaboration.
Benefits:
- Faster interactions and reduced handling time
- Improved agent and end-user experience
- Increased adoption and satisfaction with the chat interface