Joanna Z. Longtime-Renter, aged 27, has at last found her dream home, and she is now filling out your bank's online mortgage application. Joanna needs to send you her most recent paystubs as well as proof that she is over age 25.
When your mortgage application Interaction uses Photo Upload, Joanna can take pictures of her documents with her smartphone, and then upload multiple images with one click. All image formats (JPG, PNG, GIF, BMP, etc.) are supported.
In this article, we'll cover:
- How to use Photo Upload when designing your Interactions
- How your customers use Photo Upload, and
- How call center agents see customer input
Some Things To Know Before You Get Started
- Photo Upload is supported only in newer smartphone versions (iOS: version 6 and later; Android: version 4.4 and later).
- Supported browsers are native browsers and Google Chrome.
- Each uploaded photo may be no larger than 5 MB.
Photo Upload in the Interaction Designer
Photo Upload is a special kind of input question where the expected response is one or more images (instead of text, a date, and so on). Creating a Photo Upload question is therefore very similar to designing any other type of input question.
To create a Photo Upload input question:
- From the toolbar, click , and then click inside the Interaction Map.
The Question Definition dialog opens.
- In the General tab, specify the Page Title and the text to be shown on the Interaction page (for more information, click here). In the Question Type dropdown, be sure to select The user can provide input.
- Click the Input tab. Then, from the Input Type dropdown list, select Upload Photos.
- From the Resize on upload dropdown list, select the appropriate compression option: Small, Medium, Large or Actual Size.
Tip: Make the compression choice based on your judgment of what kind of images will be uploaded. If customers are likely to upload photographs of documents that agents will need to read, it is recommended to select Actual Size.
- Click OK.
The Question Definition dialog closes, and the Question element appears in the Interaction Map.
Photo Upload: What Your Customers See and Do
When customers reach a Photo Upload page, all they need to do is tap the Add icon, and then choose the pictures they want to upload from their phone's photo albums. You can design the Photo Upload page to give them more instructions and information. For example:
After customers have selected photos, previews of the images appear on the page:
Note: A total of ten photos can be uploaded. Once ten photos have been selected, the Add icon is automatically hidden.
Clicking on a photo lets customers delete the photo, or view the full size image.
Photo Upload: What Call Center Agents See
When customer service representatives view the customer's Interaction instance using Jacada's Agent Application, all photos uploaded by the customer are visible in the History Flow tab (in the Answers and the Flow sub-tabs). For more information about the History Flow view, click here.