Introducing: File Exchange For Chat

Your Agents and Visitors Will Thank You

live chat file sharingAll users now have the ability to exchange files with visitors during a chat!

How many times have you been in a chat and wished you could send an image or document rather than typing a lengthy explanation? With SnapEngage’s new File Exchange feature, you can now share screenshots, product images, documents and so much more right in the chat window! This feature is exclusively available to agents within the Chat Portal.

Your sales and support services just got a whole lot better!


Send files to a visitor during chat

live chat file sharing
live chat file sharing


Request files from a visitor during chat

live chat file sharing


Receive a file from an offline/prechat visitor*

live chat file sharing
*If your widget uses a custom form, this feature must be manually added to your custom form code by a SnapEngage developer, if there is ample space to place the feature in your custom form. To find out if this feature can be added to your custom form, please chat with us or email us. If your widget does not use a custom form, this feature will automatically be added to your prechat/offline form.


Integration Support

Receive the files as attachments after the close of a conversation.

Email Integration – If your account is set up with an email integration, the email transcript that you receive at the end of a conversation will also contain any file attachments (assuming files were exchanged).

ZenDesk Integration – If your account is set up with a ZenDesk integration, the ZenDesk ticket that is created at the end of a conversation will also contain any file attachments (assuming files were exchanged).


How to Enable/Disable This Feature

To disable this feature for any of your widgets, visit your admin dashboard (Settings -> Options), and then uncheck this new setting at the bottom of the page.

fileexchangesetting


In the Works

The following features/settings are currently in the works and will be released at a later date. Stay tuned to the blog for updates!

Admin dashboard settings – Option to whitelist/blacklist specific filetypes (i.e. .jpg, .doc, .pdf, etc.)

Security settings – Option to permanently delete the exchanged files from the SnapEngage server after the close of a conversation

Mobile optimized chat integration – Swap files with your mobile visitors

More integration support – Let us know which ones you would love to see!


We would love your feedback! Chat with us or email us anytime.