The problem
When a customer sends an attachment in a conversation, the only option in the Inbox is to download it. To check what the file contains, you have to save it and open it in another program. This slows agents down and leaves company devices full of downloaded customer files.
It’s worse with forwarded emails. Customers often send .eml or .msg files, and the Inbox can’t open them. Agents then need a separate email client such as Outlook just to read the attached email.
The suggestion
Add an in-app preview for attachments, so agents can view a file without leaving the conversation. It should at least support:
PDF, Word, images, emailfiles (.eml and .msg)
Why this helps
Agents can handle conversations faster without switching between apps
There’s no need for Outlook or another email client just to read forwarded emails
Fewer customer files are stored locally, which is better for privacy and security