Agents and visitors can share screenshots, PDFs, and other relevant files during a chat session directly from the dashboard or widget.
For information about how to share files in a chat session, see Sending files in a chat.
This article includes the following topics:
About file sharing in live chat
- PDF (.pdf)
- PNG (.png)
- JPEG (.jpeg)
- GIF (.gif)
- Text (.txt)
If needed, you can add more file types to the allowed list. See Adding additional file types for more information.
The file extension and the MIME type of the file must match for a successful upload. For example, if you change the extension on a file from a .jpg to .png without doing an explicit conversion/export, the extension becomes .png but the mime type stays .jpg. Mismatched files are considered "malformed" and are blocked.
Disabling file sharing
If you don't want agents and visitors to share any file types, you can disable file sharing completely.
- From the dashboard, select Settings > Account > File Sending tab.
- Click Off in the upper right-hand side.
- Click Save Changes.
Adding additional file types
You can also choose to allow additional file types by adding them to the allowed file types list. Keep in mind that certain file types, such as executable (.exe), might not be safe, so exercise caution when allowing additional file types. Also note that if you allow compressed file types, such as ZIP (.zip), you're also allowing any file types the compressed file might include.
- From the dashboard, select Settings > Account > File Sending tab.
- Select the option to allow additional file types.
- Enter the extensions of the additional file types you want to allow separated by a comma.
- Select the check box to accept the risk associated with file types you choose to accept.
- Click Save Changes.