Phased rollout


This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout.

Sending and receiving attachments from end users

After administrators have enabled file transfer, support agents can send and receive files from the end users during a live chat session. You can send and receive attachments from end users. 

Before you begin

Ensure that the administrator has enabled file transfer for agents and configured the file transfer formats and file size. 

To send attachments to end users

  1. Log in to the agent console in your application. 
  2. In the chat window, click the attachments icon. 

    The permitted file formats and file size are specified. 

  3. To browse the file that you want to send, click Attach file or drag the file to the chat window. 


You can send a maximum of 10 attachments per conversation. 

To receive attachments from end users

End users can send attachments to the support agent. The agent is notified that the user has sent the file. The agent can view the transferred file from the chat session. 

If the chat is related to an incident or work order, the attachment becomes a part of the incident, work order, or case.

After the agent sees a message that a file is transferred by the user, the agent must perform the following steps:

  1. In the chat session, click the file sent by the user. 
  2. View or save the file to your computer. 
    The file is saved in the default download location of your computer. 

Related topics

Interacting with chat users


Configuring file uploads for end users

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