Problem 01
Bug reports
Capture screen, steps, browser, and user notes.
Rich issue capture
Capture screenshots, videos, and files as support context.
The multimedia portal helps teams handle visual, technical, or proof-heavy issues with structured media intake, escalation briefs, and PII-aware review.
Customer uploads mediaContext collectedReview boundaryEscalation brief
Files and media
photos, videos, and files
rich support context
Multimedia issue intake
PII warning visible
Uploads
Screenshot
checkout-error.png
1280x720
Video
repro-steps.mp4
00:42
Log
browser-console.txt
attached
Issue context
Page
/checkout
captured from portal
Error
payment form resets
customer report
Device
iPhone 15 / Safari
structured field
Escalation package
PII scan
possible email in screenshot
review before sharing
Owner
Technical support
bug triage
Brief
Aura generated repro summary
operator editable
Tools overview
Multimedia Portal
The multimedia portal helps teams handle visual, technical, or proof-heavy issues with structured media intake, escalation briefs, and PII-aware review.
How it works
photos, videos, and files
01
Customer uploads media
Screenshot, video, file, or voice note enters the portal.
02
Context collected
Issue type, environment, order, or account detail attaches to the file.
03
Review boundary
Sensitive media can require operator review before broad use.
04
Escalation brief
Human or technical owner receives summary, files, and attempted steps.
Operational capability
Text-only support fails for visual and technical issues.
Screenshots, videos, and files can shorten the path from complaint to diagnosis when handled carefully.
Problem 02
Damage claims
Attach photo or video evidence to the commerce ticket.
Problem 03
Technical escalation
Send engineers a concise brief with media and reproduction context.
Media workflow
Upload to reviewable support context.
Capture
01Customer uploads media
Screenshot, video, file, or voice note enters the portal.
Structure
02Context collected
Issue type, environment, order, or account detail attaches to the file.
PII
03Review boundary
Sensitive media can require operator review before broad use.
Handoff
04Escalation brief
Human or technical owner receives summary, files, and attempted steps.
Media guardrails
Handle rich context carefully.
01
Define accepted file types
02
Review PII and sensitive media handling
03
Attach media to the correct ticket
04
Control who can access files
Related pages
See what to read next.
Tools
Customer Portal
The customer portal collects issue category, status expectations, attachments, order details, and follow-up context so operators start with cleaner cases.
Tools
MCP Tools
Approved tools let Aura and operators query context, prepare updates, trigger workflows, and package actions while permissions and approvals decide what can run.
Tools
Skills
Skills shape how Aura handles refunds, bugs, angry customers, missing information, fallback, and handoff while staying tied to sources and approvals.
Plan media intake
Make complex issues easier to reproduce.
Capture the media operators and technical teams need without losing governance.