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.

    The Open dialog box is displayed.
  2. Select the file you want to send to the customer, and click Open.
    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.

    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.
    The Open dialog box is displayed.
  2. Tell the customer to select the file they want to send, and click Open.
    You are notified of incoming file transfer.
  3. Save the file by clicking Download and choosing a location.
    The file is saved to the chosen location.

Either party can cancel the file transfer by clicking .