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Transfer Files During a Chat
Give customers the ability to upload and transfer files during a chat so they can easily share more information about their issues.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To use the Salesforce console: | Chat is enabled and set up AND Chat is set up in a Salesforce console app |
| To transfer a file during a chat: | Edit on the object |
Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat features that you love plus asynchronous conversations that can be picked back up at any time. Learn about migrating in Help and Trailhead.
For example, if a customer encounters an error when trying to complete a process, they can upload and transfer a screenshot of the error message to the agent.
Before a customer can upload a file, you must associate the chat with a record, such as a case or a contact. Because the chat transcript isn't created until you end the chat, you can't attach a customer’s file directly to the transcript during the chat.
The file size can’t exceed 5 MB. Salesforce enforces a limit on the amount of chat file upload requests are handled within a 24 hour window. This limit is 5,000 requests and is currently a hard limit that cannot be increased. Once this limit is hit, agents will notice error messages when requesting a file transfer from a visitor. After the 24-hour period has concluded, the limit is reset and file transfers can resume again.
-
Click
to search for or create a record to attach to the chat.
-
Click the file transfer icon (
).
Note A customer can’t upload a file until you initiate the file transfer by clicking the file transfer icon. This restriction helps prevent customers from uploading unsolicited or potentially dangerous files into the chat. -
Select the record you chose in the first step to attach
the transferred file to.
The customer receives a prompt to upload their file to the chat window.
- When the customer has sent the file through the chat, click the link in the chat log to view the file.
