Home > Configuring and Using File Exchange

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(Last Updated On: January 11, 2018)

SnapEngage makes is easy to exchange files during a visitor chat. With just a click of a button your agents and website visitors will be able to upload and download files directly with one another without having to resort to using email or another service.

Admin Dashboard Configuration

To activate the File Exchange feature sign into to your SnapEngage account and click on Options tab underneath in the Settings section. The File Exchange section is found near the bottom:
file-exchange-admin-dashboard
Simply click on the checkbox to the right of “Enable visitors and agents to exchange files during a chat” label and click on the “Save” button. Conversely, if you wish to disable the feature uncheck the option and click on the “Save” button.

By default, any type of files can be exchanged with the exception of Windows executables (exe, dll, com, bat and msi files), Javascript (js) and script files (sh). If you want to further restrict the types of files you can either restrict specific types of files, or only allow specific types of files.

Agent to Visitor

If during the course of a chat the agent wants to send a file to the visitor they simply need to click on the upload icon to the right of the message input field:
file-exchange-agent-0

After doing so the agent then needs to find (1) and select (2) the file they wish to upload :
file-exchange-agent-1

and then click on the “Upload” button (3):
file-exchange-agent-2

Once that’s done the file will appear in the transcript on both the agent:
file-exchange-agent-3

and visitor side:
file-exchange-agent-4

Visitor to Agent

If during the course of a chat the agent wants to receive a file from the visitor they need to initiate the transfer by clicking on the “Request File” menu item:
file-exchange-visitor-0

After doing so the visitor will then see a file upload form:
file-exchange-visitor-1

Once the visitor selects the file then both they and agent will see it in the chat transcript:
file-exchange-visitor-3
file-exchange-visitor-2

As a bonus: If the uploaded file is either a png, gif or jpg a preview of the image will be show.

Integrations

Any files exchanged during the chat will be linked in the chat transcript within whichever integration is configured. For Email and Zendesk integrations copies of the files will be included as well.

Email Integration example:
file-exchange-email

Additional Notes

  • File Exchange is only available via the Chat Portal.
  • The maximum file upload size is capped at 32 MB.
  • This feature is HIPAA compliant.

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Published June 3, 2015