Workspace administration
Files, attachments and documents in EleonEcho
Files are used by specific workflows. A publishing asset, a ticket attachment, a form file and an AI knowledge document have different purposes and access rules.
Add a file in the workflow that needs it
Attach or select a file from the feature where it will be used. Publishing content may include media for a destination. A ticket can contain an attachment exchanged with an authorized participant. Forms can use submission files and a PDF associated with a form version when those features are enabled.
Shared storage supports these operations, but the presence of a storage service does not mean every user has a universal document library or every file can be shared publicly. Start with the owning record and its available actions.
Check publishing media against the destination
Review the media together with the post variant that uses it. A file that looks correct in the editor may still exceed a provider’s accepted format or size, or be unsuitable for a channel that supports only short text. The applicable channel and provider determine the external publishing constraints.
Before submission, confirm that the asset belongs with the approved content and that its usage is appropriate for the intended audience. If delivery fails, inspect the destination’s recorded outcome and the publishing troubleshooting guide before replacing or resending content.
Understand protected ticket attachments
Ticket attachments are subject to the case’s access rules. Email attachment handling also has a safety state: content awaiting a scan is not the same as content cleared for download. If the scanning service has not supplied an acceptable verdict, a pending attachment should remain unavailable rather than being treated as safe by default.
Upload and download access is checked for the current actor and ticket. A previously available link is not a permanent public sharing link. Customer portal access is assessed against the Contact and ticket; staff access is assessed against the internal rules.
Use form files and version PDFs where enabled
Forms supports file storage associated with a submission, gated by the configured file feature and access checks. A file belongs to the particular definition and submission context; reusing a filename does not make it accessible across unrelated submissions.
A form version can also have a PDF and an authorized viewer source. Check which version the PDF represents before sharing instructions or reviewing a completed submission. Read Forms, requests and submissions for the distinction between the form definition, its published version and a participant’s response.
Keep file storage separate from AI knowledge
Uploading a file does not automatically add it to every agent’s knowledge. A knowledge source must be configured and populated through its owning workflow, then bound to the appropriate agent with applicable access rules. This matters especially for private support attachments and form submissions.
If an assistant needs an approved manual, confirm that the intended version is in its configured source. If the assistant cannot answer from that manual, inspect knowledge retrieval rather than assuming a successful file upload proves successful indexing.
Diagnose a failed upload or unavailable download
Check that the feature permits files, that the current user can access the owning record, and that the configured storage service is available. For ticket email attachments, also inspect the safety state. A missing or expired download capability, revoked access and a pending scan are different conditions with different remedies.
Report the workflow, file type and visible status without copying confidential file contents into a support request unnecessarily. Do not repeatedly upload a private document into unrelated modules as a workaround; resolve the original access or storage issue.