When a customer sends a message in a channel where the queue uses the Virtual Agent features, if the user sends only a screenshot or screen recording and no message (alphanumeric input), Assist throws the message:

[On behalf of @Assist] I can’t read attachments just yet, so please raise a request. A human agent will help with that as soon as they’re available :pray:

Currently, the workflow is:

• If the message is sent only with attachments > you should face the issue
• If the message is sent with attachments and messages> you should not face the issue
• If the message is sent only with attachments and then the user edits the message with an alphanumeric input > you should face the issue

It would be nice if the Virtual Agent:

• Recognize that the user added screenshots/screen recording instead of a proper message and ask the user to send their description
• Improve the Assist message such as "Attachments should be sent with a message"