Plan requirement
| Subscription | Any plan |
| Access | Agent |
Incoming attachments are scanned and anything identified as malicious is blocked before it reaches an agent.
What that covers
Known malware. A file matching something the scanner recognises is removed rather than delivered, and the ticket notes that something was blocked.
What it does not cover
A file that is technically clean but part of an attempt to get an agent to do something. A document asking you to enable content, a spreadsheet with a link to a fake sign-in page, an invoice that is not yours. None of those are malware and all of them work on people.
What that means for your team
Agents open files from strangers all day, which is what everyone else in the company is told not to do. Scanning lowers the risk; it does not remove it.
The habit worth having is that nobody should feel awkward about not opening a file. An agent who suspects something and asks a colleague is doing the job correctly, and that only holds if the team has said so out loud.
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