Agents and visitors can share screenshots, PDFs, and other relevant files during a chat session directly from the dashboard or widget.
For information about how to share files in a chat session, see Sending files in a chat.
This article includes the following topics:
About file sharing in live chat
- PDF (.pdf)
- PNG (.png)
- JPEG (.jpeg)
- GIF (.gif)
- Text (.txt)
If needed, you can add more file types to the allowed list. See Adding additional file types for more information.
The file extension and the MIME type of the file must match for a successful upload. For example, if you change the extension on a file from a .jpg to .png without doing an explicit conversion/export, the extension becomes .png but the mime type stays .jpg. Mismatched files are considered "malformed" and are blocked.
Disabling file sharing
If you don't want agents and visitors to share any file types, you can disable file sharing completely.
- From the dashboard, select Settings > Account > File Sending tab.
- Click Off in the upper right-hand side.
- Click Save Changes.
Adding additional file types
You can also choose to allow additional file types by adding them to the allowed file types list. Keep in mind that certain file types, such as executable (.exe), might not be safe, so exercise caution when allowing 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.
- From the dashboard, select Settings > Account > File Sending tab.
- Select the option to allow additional file types.
- Enter the extensions of the additional file types you want to allow separated by a comma.
- Select the check box to accept the risk associated with file types you choose to accept.
- Click Save Changes.
8 comments
Jozsef Hajdu
Hi, is there a possibility to allow to an agent to enable file sending in a particular chat session? On the enterprises account file sending is globally off, but there are rare cases when for a customer needs to be enabled in the chat to be able to send a file to the agent. Thanks in advance for the answer
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DJ Buenavista Jr.
Thank you for reaching out to Zendesk Support.
In regards to your concern, unfortunately, this is not possible. The following setting is set globally, either enabled or disabled. It's applied to every agent and cannot be bypassed.
I would highly encourage you to post this as product feedback on our Zendesk Chat product feedback page. This will help our devs and managers to see some of the features that our customers would like to see.
Thank you and have a wonderful day ahead!
Kind regards,
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Rafael Domingo
Hi, it is possible to disable attachments just in the mobile version of the app (allowing attachments on web but not mobile)?
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Dane
This feature will be for both platform. I'd recommend creating a Community post separately for that with your use case to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature.
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Steven Hampson
Hi. Is it possible to turn off file sharing for Messaging? There doesn't seem to be an option under Account Settings in the dashboard. If we are unable to send / receive private attachments, then we need this turned off since we deal with sensitive data from our customers. But we do not want to disable attachments for the whole account.
Thanks,
Steven.
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Ivan Miquiabas
Good day! If you are referring to the file attachment button to be removed on the widget, You can go to the admin centre > Channels > messaging
Hope that helps!
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Steven Hampson
Ivan Miquiabas Hi Ivan, I forgot to reply to this but yes that's what I meant. Thanks for the response, that is exactly what I was looking for!
Steven.
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Igor Dykhne
Dear Zendesk Support Team,
I have spent over an hour attempting to disable the file-sharing feature using your available documentation, but unfortunately, I could not locate the necessary settings. The instructions referenced in your documentation, specifically for navigating the Chat Dashboard settings, do not seem to apply to my current Zendesk setup, which has made it difficult to achieve the desired configuration.
I would suggest updating or removing outdated documentation to avoid confusion and ensure users can easily follow along with accurate steps.
Additionally, I tried to schedule a training session for further assistance, but there are currently no available slots. Could you advise on alternative support options or provide an update on when training sessions may become available?
Thank you very much for your attention and assistance.
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