Drag & drop files in chat window
Add the drag and drop functionality for the visitors or agents to share files. Clicking on "attach file" icon seems an extra step.
Let me clarify. Only the textarea becomes active when you drag a file; however, the entire background of the Chat Window should. Essentially, it should be crystal clear that you can drag and drop files if a user initiates the action.
Both agents and visitors are allowed to drag and drop images/documents and other files from their hard drive for sharing.