Managing file sending in live chat

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  • 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


  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Jozsef,
    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,
  • Rafael Domingo

    Hi, it is possible to disable attachments just in the mobile version of the app (allowing attachments on web but not mobile)?

  • Dane
    Zendesk Engineering
    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. 
  • 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. 



  • Ivan Miquiabas
    Hi Steven, 
    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! 
  • 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! 



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