Managing file sending options

Agents and visitors can share screenshots, PDFs, and other relevant files during a chat session directly from the dashboard or widget. By default, file sharing is enabled for Team, Professional, and Enterprise plans.

For information about how to share files in a chat session, see Sending files in a chat.

By default, sharing is enabled for the following file types:

• PDF (.pdf)
• PNG (.png)
• JPEG (.jpeg)
• GIF (.gif)
• Text (.txt)

Note: If you're using the Mobile Chat SDK, file types other than those listed above might not open when an agent sends them to a visitor, depending on the mobile operating system and the way the customer's app is configured.

If you don't want agents and visitors to share any file types, you can disable file sharing completely.

To turn off file sending

1. From the dashboard, select Settings > Account > File Sending tab.
2. Click Off in the upper right-hand side.
3. Click Save Changes.

You can also choose to allow additional file types by adding them to a whitelist. Keep in mind that certain file types, such as executable (.exe), might not be safe, so exercise caution when whitelisting 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.

To whitelist additional file types

1. From the dashboard, select Settings > Account > File Sending tab.
2. Select the option to allow additional file types.
3. Enter the extensions of the additional file types you want to allow separated by a comma.
4. Select the check box to accept the risk associated with file types you choose to accept.
5. Click Save Changes.