HELP FILE

Sending Files

    The agent and the customer can send each other files during any active session.

    An agent's permission to send/receive files depends on an account-level setting in the GoToAssist Remote Support Administration Center.

    How to Send a File to the Customer

    Follow this procedure to send a file to the customer via GoToAssist Remote Support v5.

    Note: You can send only one file at a time.
    1. On the Customer Interaction Panel, next to the chat field, click the Send File icon.

      Tip: You can also use the Send File button on the toolbar.

      Result: The Open dialog box is displayed.

    2. Select the file you want to send to the customer, and click Open.

      Result: The customer is notified of incoming file transfer.

    3. Ask the customer to save the file.

      Tip: They need to click Download, choose a location, and click Save.

      Result: The file is saved to the customer's chosen location.

    Either party can cancel the file transfer by clicking .

    How to Receive a File from the Customer

    Follow this procedure to allow your customer to send you a file via GoToAssist Remote Support v5.

    Note: The customer can send only one file at a time.
    1. Instruct your customer to click the Send File icon on the bottom of the Chat Panel.

      Result: The Open dialog box is displayed.

    2. Tell the customer to select the file they want to send, and click Open.

      Result: You are notified of incoming file transfer.

    3. Save the file by clicking Download and choosing a location.

      Result: The file is saved to the chosen location.

    Either party can cancel the file transfer by clicking .

    Article last updated: 27 September, 2022