Allow Files to be Sent Via Live Chat

On occasion, agents and customers may need to send files to each other during a live chat. By default, agents may send files to users; however, administrators must configure an option to allow customers to upload files during live chats.

Applies to SmarterTrack 11.x-12.x

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

1. Log in to the SmarterTrack management interface as an Administrator.
2. Click the Settings icon.
3. Expand the Configuration folders in the navigation pane.
4. Click Live Chat option.
5. Select the Allow users to send attachments checkbox.
6. Click Save.

Applies to SmarterTrack 7.x - 10.x

Follow these steps to allow customers to send files to agents via live chat:

1. Log in to the SmarterTrack management interface as an administrator.
2. Click the settings icon.
3. Expand the System Settings and Live Chats folders in the navigation pane.
4. Click Live Chat Settings.
5. Select the Enable files to be sent by users during live chat/Allow users to send attachments during live chat checkbox.
6. Click Save.

NOTE: In these versions, administrators must enable the ability to agents to send files to users.

Follow these steps to allow agents to send files to customers via live chat:

1. Log in to SmarterTrack as the administrator.
2. Click the settings icon.
3. Expand the System Settings and Organization folders in the navigation pane.
4. Click Groups. A list of available groups will load in the content pane.
5. Select the desired group and click Edit.
6. Click the Options tab.
7. Select the Enable sending of files/Allow agents to send files to customers for live chats checkbox.
8. Click Save.

For more information, please refer to the SmarterTrack Online Help.

Learn more about the SmarterTrack online help desk and how you can improve your overall customer service.