This article explains how to enable the File Transfer feature. This feature allows your agents to send files which your visitors can download and save for later.
Note: This article is for our legacy platform for engagements which is called Live Chat. If you are using our modern Messaging engagement platform, see this article instead. All new accounts and free trials set up after January 1, 2024 are using the Messaging platform.
Prerequisites
In order to enable File Transfer, you must have version 3.10 or newer of Live Assist. If you have an older version installed, please follow the steps in the upgrade guide before you begin.
Alternatively, you can use Co-browse Document Share instead. It will allow your agents to display and guide visitors through documents in real-time. However, unlike File Transfer, your visitors will not be able to download and store the files with Co-browse Document Share.
How to Enable File Transfer
If your organization installed Live Assist for the first time only after version 3.10 was released
If this is the case, File Transfer is automatically enabled for you on our legacy Chat engagement platform.
If your organization installed Live Assist for the first time before version 3.10 was released
If this is the case, you need to enable File Transfer manually after you upgrade to version 3.10 or newer. Use the Admin Portal to do so. (Learn more in the Configure Features article).
Your need to make sure your script-tags are up to date to support this feature. (how to retrieve the tag for your site).
Instructions for Agents
For steps for Agents to follow, see How to Transfer Files with visitors.
Technical Notes
- The files that an Agent selects are temporarily held within the Live Assist solution. All files are scoped to only be accessed from within the current engagement.
- The file name that the visitor's browser is pointed to for the download is left unchanged.
- When the engagement ends, the file is immediately deleted. A file is also deleted 30 minutes after it is uploaded. Thus a visitor cannot download a file after 30 minutes or after the engagement ends. All files are purged from the Live Assist solution within 24 hours.
Overriding the Default Transfer Behavior
You can override the default behavior within the browser using the File Transfer JavaScript API
File Specifications
- Agents may select any file from their local machine to share with visitors.
- Files must be less than 100 MB in size.
- Files names are left unchanged.