The advanced setting attachments:agent_hidden_file_names setting allows administrators to control which files or folders are visible to agents when impersonating or logging in as an agent.
Default Behavior
When the attachments:agent_hidden_file_names setting is not configured, agents can view all files and folders.
Configuring the Setting
To hide specific files or folders from agents:
-
Add the folder name(s) and/or file name(s) to the attachments:agent_hidden_file_names setting as a comma-separated list.
- Example: confidential_reports,internal_notes.pdf
-
Once configured, any files or folders listed in this setting will no longer be visible to agents when impersonating or logging in as an agent.
Example Use Case
- Without configuration: An agent can see all files, including sensitive documents.
- With configuration: Adding confidential_reports to the setting ensures that the agent cannot view any files in the "confidential_reports" folder.