Enabling Agents to share File Attachments with Customers Through ODA Webhooks

Summary:

B2C Service customers commonly use Oracle Digital Assistant (ODA) to drive communication from various channels like WhatsApp, Facebook Messenger, etc through the webhooks channel and DA-as-an-agent functionality. Customers implementing this solution have benefited from providing their users with the option to engage across a variety of social channels.

While engaging on these social channels using the above solution, there are times when an agent needs to share a document, such as a guide or user manual, to help the customer resolve the issue faster. This is currently a limitation in the webhooks channel that can hinder support interactions especially when customers need documents, images, or other files to resolve their queries