Instant Messaging This configuration item is used to limit allowed filetypes for Nimbus services using the Instant Messaging (WhatsApp and RCS) modality. The filetypes can be restricted for either inbound / outbound direction in both size and MIME Type.
✅ Preconditions
Licensing
This feature works for all Nimbus Service Types but only takes effect when the corresponding modality (integration channel) is in use.
Settings
☝️ Note that the list itself is assigned in the Data Privacy Service Settings and will automatically restrict all filetypes of the (future) modalities enabled for that service.
→ We therefore recommend to regularly check back on this configuration item to see if it still fits your service needs, especially when re-using it as a policy across multiple services.
💡 By reviewing Admin > “Allowed File Types” listing you can check the “Used in Services” column to verify which services already have the item applied.
Overview
The view consist of 3 Tabs:
- General - To configure the name, details and Organization Units placement of the “Allowed File Types” list.
- Customer to Nimbus - restricts the inbound allowed filetypes sent by the customers.
- Nimbus to Customer - restricts the outbound allowed filetypes sent by Nimbus users / agents.
💡You can independently restrict size and/or file-type per direction.
Assignment in your Service
✅ Once you saved the “Allowed File Types” configuration in an OU available to your service:
- Head to “Data Privacy Service Settings > ”Media Handling" section.
- Select the “Restricted File Types" item from the pulldown entry. Note that it automatically takes effect for services having the corresponding modality enabled in their Modalities Service Settings.
Notes and FAQ
| 🤔What is the file size limits? |
Max Size (kB/MB): suggest useful defaults per filetype; max 16 MB. Also note that:
|
| 🤔Where are attachments stored? |
☝️ Storage of attachments is subject to your Integration channel: GDPR - When Setting Up Instant Messaging channels, the attachments are restricted, handled and stored by external parties (Twilio / WhatsApp), and subject to their data handling and retention policies. |
| 🤔Does Nimbus verify the filetype or perform any checks? | ☝️ Nimbus only verifies the MIME/Filetype when receiving the file. No further checks (e.g. for virus / malware) will be performed! |
| 🤔Why are checkboxes disabled? | Certain file types may be restricted by the integration / vendor “out of box” and cannot be configured. Note that this is not a Nimbus user permission or elevation issue. |
| 🤔Why are certain modalities auch as Email or Webchat marked as “FUTURE”? | We plan gradually extend support to other modalities in future updates. Existing configuration items will carry over and automatically apply their changes to services they are already used in. |
| 🤔Are there any warning messages when the file type or size is exceeded? |
☝️ The expectation is, that the handling user (who is informed about attachment issues), decides how to handle the case and discusses alternatives with the customer. |