---
schema_version: "1"
id: 10ea98624318d71ade037d7b620e9081ea3e25681c5aa7166aceeab9f3fe27e0
title: Transfer Files During a Chat
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/live_agent_transfer_files.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.live_agent_transfer_files.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 4503069b6518591de8ca7cc1d6694ccf4668d2f59644b2e761b6566045c820e3
description: Give customers the ability to upload and transfer files during a chat so they can easily share more information about their issues.
products:
  - Service Cloud
release: "264"
---
# 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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d12433e55">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d12433e55 ">To use the Salesforce console:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d12433e55 ">
              <p>Chat is enabled and set up</p>
              <p style="margin-bottom:0;">AND</p>
              <p style="margin-bottom:0;">Chat is set up in a Salesforce console
                app</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d12433e55 ">To transfer a file during a chat:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d12433e55 ">Edit on the object</td>

          </tr>
        </tbody>
      </table>

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png)

Important

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](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat).

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.

1. Click ![Attach Files Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/live_agent_attach_icon.png) to search for or create a record to attach to the chat.
2. Click the file transfer icon (![File Transfer Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/live_agent_transfer_files_icon.png)).
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png)
    
    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.
3. 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.
4. When the customer has sent the file through the chat, click the link in the chat log to view the file.