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Getting Files

During a Remote Control session, agents can browse and download files from the customer's device using the FILE BROWSER button on the toolbar in the top-right corner of the Agent Console.

Note: The FILE BROWSER button is missing in full screen mode. To use the file sharing option described below, please exit full screen mode.
  1. During a Remote Control session, click FILE BROWSER on the toolbar in the top-right corner of the Agent Console.

    Result: A dialog box appears on the customer's device that prompts the customer to grant you access to their file system.

  3. Ask your customer to click Allow on the dialog box.

    Result: The File Browser is displayed in the chat window.

  4. Use the File Browser to navigate the file system of the customer's device.
    Tip: Use the arrow next to the current file path at the top to go one level up.
  5. Hover over the file you want to get and click Download.
    Note: You must have read permission to a file to download it.
    Tip: Although you cannot select multiple files, you don't have to wait for a download to finish. You can have multiple download processes running at the same time.

The file is saved to your default download folder.

Article last updated: 27 September, 2022