File Transfer

File Transfer enables you and your customers to exchange files during standard support sessions.

For security and privacy purposes, the sender of a file must initiate the transfer and the recipient must accept the file for the transfer to begin. File transfer uses the same firewall and proxy-friendly connection techniques as screen sharing, and there are no restrictions on the type or size of files that can be sent.

Send files to a customer

Initiate the process in any of the following ways:
- Click the Transfer button in the representative Chat box or Viewer toolbars.
- Select Tools > Send Files To from the menu.
- Click and drag a file or folder into the message field of the representative Chat box.
Select the individual who should receive the file (e.g., customer, other representatives).
In the Select File(s)/Folder(s) to Send window, select the desired files (use Shift or Ctrl to select multiple files) and click Send.
When prompted, the customer can select which files they want to download using the check boxes and designate a download location by clicking Browse. They can then click Receive to download the selected files.

Receive files from a customer

Note: File transfer must be initiated on the customer's computer in order for you to receive files. This can be done by the customer, or you can use screen sharing to do it on their behalf.

On the customer's computer, initiate the process in any of the following ways:
- Click the Transfer button in the customer Chat box or Viewer toolbars.
- Select Tools > Send Files from the menu.
- Right-click the Session icon in the system tray and select Send Files.
- Click and drag a file or folder into the message field of the customer Chat box.
In the Select File(s)/Folder(s) to Send window, select the desired files (use Shift or Ctrl to select multiple files) and click Send.
When prompted on your own screen, select which files you want to download using the check boxes and designate a download location by clicking Browse. They can then click Receive to download the selected files.