Media processing
Media attachments can affect response quality, support workflows, and auditability. Treat them as operational inputs that may need human review, not just files in transit.
Operational handling
Media should be visible in the context of the conversation so operators can decide whether automation has enough context to continue.
Use human review when the attachment materially changes the answer, approval path, or next action.
Knowledge and downstream processing
Do not push media into knowledge or AI-assisted flows unless your workspace actually needs that processing and has the right to do it.
Treat uploaded content as workspace data with the same operational and policy responsibility as text messages.
Retention and traceability
If a media-driven decision affects customer support, keep enough traceability for the team to understand who handled it and what happened next.
Operational logs and conversation history are more useful when they stay connected to the same workspace process.