Sending files in a chat

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With file sending, agents and visitors can add screenshots and other relevant files directly to a chat from the dashboard or widget. Later, a link to the file and its thumbnail appear in History for the chat.

Important: Attached files are uploaded as links in a chat session. Regardless of your authentication settings, those links can be accessed by anyone with the URL.

This article includes the following topics:

About file sending

Sharing a file as a visitor

Sharing a file as an agent

Deleting a file attachment

About file sending

If file sending is enabled for your account, a clipboard icon appears in the bottom right of the chat panel:

By default, agents and visitors can send the following file types:

PDF (.pdf)

PNG (.png)

JPEG (.jpeg)

GIF (.gif)

Text (.txt)

The size limit for files is 20 MB.

Note that GIFs are converted to PNG files when attached to chat sessions.

Administrators can also choose to allow other file types in additions to the ones listed above. For more information, see Managing file sharing.

Sharing a file as a visitor

Visitors to your site can follow these steps to share files with agents.

To share a file as a visitor

Drag and drop a file into the chat widget box.
Alternatively, you can select Options > Send a File and select the file.

Wait for the file to upload to the chat.
At this point, the file appears in the chat transcript and in the agent's dashboard.

Sharing a file as an agent

The following steps describe how an agent can share a file in a chat.

To share a file as an agent

Click the paperclip icon in the lower right-hand corner of the chat panel and select the file.
Alternatively, you can drag and drop a file onto the chat panel.

Wait for the file to upload to the chat.

The file appears in the visitor's widget.

Note: Agents chatting with each other through the Chat Dashboard cannot share files.

Deleting a file attachment

You can delete any files attached to a chat.

To delete individual attachments from chats

In the Chat dashboard, select History.

Click the chat that contains the attachment you want to delete.

Under the attachment title, click Delete.

The attachment will be permanently deleted and cannot be recovered.

Note: The link for the deleted attachment might be available for up to 24 hours after deletion.