Assist: more context during live service
Improvements to previous-conversation loading and attachment downloads help teams resume service.
Improvements to previous-conversation loading and attachment downloads help teams resume service.
How to use it
During live service, review previous history before replying. Open the attachment in the relevant conversation and use its download action. When available, the file name is preferred over a name extracted from the URL.
Limits and prerequisites
History and files remain subject to permissions and storage availability. A file-name improvement does not convert its format or expand access to other teams' conversations.
Validate in your operation
Test a conversation with previous history and two differently named attachments. Verify that the context belongs to the correct contact and each downloaded file remains identifiable.
Availability
Feature identified in the platform code in October 2026. Availability depends on the deployed version, permissions and environment connectors. Contact Zild if it is not visible yet.
Documentation reviewed: 2026-10-28.