Using the File Transfer tab in the representative console, you can upload files to the remote device or download files that already exist in the customer client file system.
The customer can view the file list from the Files tab of the customer client. To view a file, the customer can tap a filename. The customer can also share files with you from the iCloud Drive or any other document storage provider available on the mobile device.
By tapping on the cloud icon in the top right corner, he/she can access files from the drive and tap on any filename to upload it to the Files section.
If the customer wishes to access other providers, such as Dropbox or OneDrive, he/she can tap on the Locations option in the top left corner of the iCloud Drive and receive a full list of all available providers.