Can my web visitors send files through the chat box?
August 12th, 2023
Yes! You turn on the file transfer feature by choosing Websites, then the Customize button. Select the Chat tab, then the In-Chat subtab. Tick the Enable File Transfer box and edit the File Send Failure Message if you'd like.
When chatting, your visitors will see a paper clip icon in the chat area where they can clicks to open up their file picker to choose a file to attach. This will be the same experience for your main website chat box as well as for your mobile-optimized chat. Your visitors also have the option to drag and drop or copy and paste images/documents/files into a chat.
If they accidentally send the wrong file, they can easily delete it and send the correct one. When they receive a file from you, your visitors will have the option to download it . For images, your users can simply click on the image and it will expand it to its full size on their screen, so it’s not necessary to download it to see the full size view.
From your perspective, you will have the same functionality outlined above. You can manually pick a file to transfer by clicking the Actions button at the top of the chat and choosing Upload File. If you have your files already open, you can simply drag and drop the file(s) into the dashboard and that will begin the upload as well. For images, you can simply copy and paste the image into the chat and your visitor will receive it.
If you do open up the file selector, you can choose as many files as you want, no matter the file type (see supported file types below), to transfer and they will all send at the same time. As an operator, you can also click on an image the visitor sent to expand it open on your dashboard. This helps eliminate the need to download every single image just to view it clearly. When you hover over a file that you receive, you will notice the option to download it. Hovering over a file will give you the option to delete it.
Supported file formats include .doc, .docx, .txt, .pptx, xlsx, .pdf , .png, .tiff, .jpeg, .gif. If a file is too large (greater than 2MB) or a format we do not support (like .exe files), a failure message will appear. You have the option to customize the failure message so that it aligns with your organization’s voice and tone.
All of the files that are transmitted through live chat will be available to you anytime from your Transcripts section. If you download or export a transcript record, it will just show the name of the file that was shared.