Teams that frequently share attachments with customers often manage a large and growing library of files. Without proper organization, it becomes difficult for agents to quickly find the correct file (within the Inbox), leading to slower response times, inconsistent file usage, and a higher risk of sending incorrect or outdated materials—especially for teams supporting multiple languages.

Attachments are currently stored in a flat structure, with no ability to organize files into folders or subfolders, assign languages, or view a structured file hierarchy when selecting attachments from the library in the inbox.

Enable attachment organization through folders and subfolders, support assigning languages to files, and display the file structure directly in the inbox attachment picker. This would allow agents to quickly locate, filter, and select the most relevant files, improving efficiency and accuracy in customer conversations.