Allow Files to be Sent via Live Chat

This article applies to recent versions of SmarterTrack. View articles for SmarterTrack 12.x and earlier.

On occasion, Agents and Customers may need to send files to each other during a live chat. These files could be screen shots, Word documents, PDF files and more. By default, Agents have the ability send files to Users. However, the System Administrator needs to configure an option to allow Users to upload files during live chats.

Follow these steps to allow Users to send files to Agents via live chat:

  1. Log in to the SmarterTrack management interface as an Administrator.
  2. Click on the Settings icon.
  3. Under the Configuration header, click Live Chat.
  4. On the Options tab, enable the Allow end users to send attachments checkbox.
  5. Click Save.
Checking this box will allow Users to send Agents files during all future live chats. To revoke these privileges, simply uncheck the checkbox and save your changes.

Follow these steps to limit the file types users can upload:

  1. Log in to the SmarterTrack management interface as an Administrator.
  2. Click on the Settings icon.
  3. Under the Configuration header, click Security.
  4. Click on the Uploads tab.
  5. In the Allowed extensions for end user file uploads (one per line) textbox, enter the file extensions that users may upload when starting live chats from the Portal or from the custom integration of live chat into your own website and when managing tickets from the Portal or via email. To restrict end users and allow only specific file types, add the extensions here, one per line, and include the dot (i.e., .JPG not simply JPG). In general, it's a good idea to limit customers from uploading file types that may prove harmful, such as program files. However, to allow end users to upload all filetypes (NOT RECOMMENDED), enter the wildcard: .*
  6. Click Save.
NOTE: By default, the maximum size allowed for any attachments is 2MB.

 

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