Handling Attachments in Care Console
Updated
Customers often share sensitive information, such as bank statements, payment details, identity documents, and other personally identifiable information (PII), through attachments during customer conversations. These attachments can be embedded within a message or shared as separate files.
Traditionally, sensitive content can be masked or redacted only at the message level. As a result, agents must either leave sensitive attachments visible or mask the entire message, which can make the rest of the conversation difficult to review and manage.
Care Console provides attachment-level controls that allow authorized users to take action on individual attachments without affecting the surrounding conversation. Users can hide, unhide, view, or permanently delete attachments containing sensitive information while preserving the rest of the conversation content and context.
Note: Access to attachment-level controls is governed by the Dynamic Properties CARE_ATTACHMENT_VISIBILITY_ENABLED and CARE_ATTACHMENT_VISIBILITY_PERMANENT_DELETE_ENABLED.
The permanent delete capability also requires CARE_ATTACHMENT_VISIBILITY_ENABLED to be enabled.
To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.
Supported Actions
Action | Description |
Hide / Unhide Attachment | Temporarily restrict or restore access to an attachment. Hidden attachments remain stored in Sprinklr and can be viewed only by users with the appropriate permissions. |
View Hidden Attachments | Allow authorized users to review hidden attachments for verification, investigation, or compliance purposes. |
Delete Attachment | Permanently remove an attachment that contains sensitive or high-risk information. Deleted attachments cannot be recovered. |
Key Features
Attachment-Level Protection: Hide or delete individual attachments without affecting the rest of the conversation.
Conversation Preservation: Protect sensitive content while keeping the remaining conversation visible and readable.
Role-Based Access Control: Restrict hide, unhide, view, and delete actions to authorized users.
Cross-Platform Consistency: Attachment states are respected across Care Console, Supervisor Console, Reporting, Exports, Profile History, Quality Management, and other supported experiences.
Auditability: All attachment actions are logged for governance, monitoring, and compliance purposes.
Prerequisites
Before you begin, ensure the following prerequisites are met:
The required Dynamic Properties (DPs) must be enabled in your environment. These cover Hide/Unhide, View Hidden Attachments, and Permanent Deletion (which is governed by a separate DP).
Agents must have appropriate permissions under Engagement. Admins can create a role with these permissions and assign it to specific agents. For detailed steps, see Manage Roles.
Permission | Description | Typical User Personas |
Hide / Unhide Inbound Attachment | This permission determines whether a user can perform the Hide or Unhide action. It is used to temporarily conceal attachments without removing them, and the action can be reversed when needed. | Supervisors, Selected senior agents |
View Hidden Inbound Attachment | This permission allows authorized users to access and view attachments that have been hidden. It is primarily intended to enable verification of whether an attachment contains sensitive information such as PII, ensuring compliance oversight. | Supervisors, Compliance roles |
Delete Inbound Attachment Permanent | This permission determines whether a user can perform the Delete action. Deleting an attachment is a permanent and destructive step, so it is restricted to roles with higher authority. | Supervisors, Admin, Compliance roles |
Access Attachment-Level Actions
1. Click the New Page (+) icon to open the Launchpad.
2. Under Sprinklr Service > Resolve, click Care Console. Alternatively, from the Launchpad, open the relevant persona app that includes Care Console.
3. In the Case Stream, find and open the desired case.
Ensure the case contains an attachment.
5. Hover over the attachment to display available attachment‑level actions.
Depending on your permissions and data privacy settings, you may see:
Hide / Unhide
Delete
Hide/Unhide Attachment
Hover over the attachment and click the Hide icon.
A confirmation box appears asking if you want to hide the attachment from users without access.
On the confirmation box, click Hide to confirm.
The attachment is hidden and marked with a Restricted Content label.
Authorized users will see the Show Me option, which allows viewing the hidden attachment.
Unhide Attachment
Hover over the hidden attachment.
Click the Unhide icon.
A confirmation box appears.
Click Unhide to restore visibility.
Delete Attachment
Only authorized users with the Delete permission can perform this action. Deletion permanently removes the attachment, clears storage, and removes URLs from persisted messages where applicable.
Hover over the attachment and click the Delete icon.
A confirmation box appears.
Click Delete to confirm.
The attachment is permanently removed. A placeholder labeled Attachment Deleted remains, indicating that an attachment previously existed.
