Sadev

Hello Zendesk Support,

I am encountering an issue with file uploads in the Zendesk Chat SDK when using a custom ChatAPIConfiguration in my app. Here are the details and steps I have taken:

1. Configuration Setup:
   • I initialize ChatAPIConfiguration with visitor information such as name, email, and phone number retrieved from user session data. The configuration is then assigned to Chat.instance?.configuration.
   • File uploads do not work as expected; the ChatAttachmentMessage log shows a localURL for the file but lacks an uploaded url, which I assume means the upload hasn’t completed successfully.

2. Code Details: Below is a summary of the configuration and initialization code being used:

   var chatAPIConfig: ChatAPIConfiguration {
       let chatAPIConfig = ChatAPIConfiguration()
       guard
           let email = session.object(forKey: "user.email") as? String,
           let firstName = session.object(forKey: "user.name") as? String,
           let lastName = session.object(forKey: "user.last_name") as? String,
           let phoneNumber = session.object(forKey: "user.mobile_phone") as? String
       else {
           return chatAPIConfig
       }
       
       chatAPIConfig.visitorInfo = VisitorInfo(name: "\(firstName) \(lastName)", email: email, phoneNumber: phoneNumber)
       return chatAPIConfig
   }
   
   func initialize() {
       setChatLogging(isEnabled: true, logLevel: .verbose)
       Chat.initialize(accountKey: accountKey)
   }
   
   func openZendesk() {
       do {
           initialize()
           Chat.instance?.configuration = chatAPIConfig
           let viewController = try Messaging.instance.buildUI(engines: engines, configs: [])
           viewController.navigationItem.title = "Live Chat"
           self.navigationController?.show(viewController, sender: self)
       } catch {
           self.showSimpleAlert(title: "Error", message: "Error Zendesk")
       }
   }
   

3. Troubleshooting Steps Taken:

   1. Confirmed that file uploads are enabled in Zendesk Chat settings.
   2. Ensured that the file size is within limits (325 KB).
   3. Enabled verbose logging with Logger.isEnabled = true and Logger.defaultLevel = .verbose, but there are no specific error messages indicating why the file does not upload.
   4. Tested on both the simulator and a real device to rule out environment-specific issues.

   Could you provide guidance on resolving this issue or suggest additional troubleshooting steps? Thank you for your assistance!