You can use the File Transfer feature to share files with a visitor. This is different from the co-browse document share feature that you can use to display and guide visitors through a document. Unlike that feature, file transfer allows the visitor to download and save the files you send.
How to transfer a file to a visitor
To share a file: (1) click the share file button (paperclip) in the agent widget, (2) confirm the file is correct by looking at the preview, (3) click send to transfer the file.
Note: If your organization still uses our legacy Live Chat platform, the button will appear next to the phone icon at the top of the agent widget. It will not look like a paperclip. In our legacy platform, you will not see a preview.
Any file you transfer must be less than 100 MB in size.
Important: If the share file button is not present, file transfer might not be enabled. Your organization's administrator will need to follow the steps to enable file transfer before you can send files.
After you send the file, you will see that it has been sent and can download it yourself if you want.
The visitor can click on the file in the conversation window to download it.
File transfer limits
- The original file can only be downloaded once.
- The file is not available after the conversation has ended.
- The file is not available more than 30 minutes after sending.
- The file is not stored for retrieval after the conversation has ended.
- The maximum file name is limited by both your operating system and that of the visitor. Typically this is 255 characters.
Helping the visitor find the file
Please keep in mind that a visitor may be unable to find the file after downloading it. You may need to walk the visitor through how to find it. Most browsers provide a way to find recently downloaded files, but this varies from browser to browser.
Chrome
In Chrome the downloaded file may be displayed at the bottom of the window.
You can also help the visitor to find a list of downloaded files, following Google's instructions.
Edge
Help the visitor to open the downloads menu, following Microsoft's instructions.
Firefox
Help the visitor to open the downloads panel, following Mozilla's instructions.
Please note that if you share a video and the visitor downloads it using Firefox, the video will open in the current tab. This navigates the visitor away from the conversation with you. In order to continue it, the visitor will need to push the back button in the tab. It may be wise to inform the visitor of this prior to sending a file.
Internet Explorer
Internet Explorer is not a supported browser for Live Assist for Dynamics 365.
Other browsers
Please see the documentation site from the browser developer to learn how to find downloads.
Customizing file transfer behavior
Your organization can customize the default behavior. To do so, an administrator will need to follow the instructions in the File Transfer API article.