Virus scan

The Virus scan add-on checks the files in your conversations for malware before anyone can open them in Deskwoot. A file that does not pass the scan is not stored.

Which files it checks

• Files your customers send you, on any channel.
• Files visitors upload in the chat widget on your website.
• Files your team attaches to a reply or a new conversation.

It does not check files that arrived before you booked it, and it does not open links in messages.

The scan runs on the servers that run Deskwoot, in the EU. Your files are never sent to another company to be scanned.

What happens to a file it flags

• A customer sends it: the message still arrives, without that file.
• A visitor uploads it in the chat widget: the upload is refused.
• Your team attaches it: the file is not sent, and Deskwoot shows The virus scan blocked this file, so it wasn't sent.

Deskwoot keeps no copy of a flagged file.

A file can show Checking for viruses at first. It opens as soon as it has passed the scan.

No scanner catches everything

A virus scanner recognizes the malware it knows. New malware, or a file made to hide from scanners, can pass the scan. So Deskwoot gives no guarantee that a file is free of malware, even when it passed the scan. The scan lowers the risk, but it does not remove it.

Stay careful with files you did not expect: open only what you need, ask the sender when something looks odd, and keep the virus protection on your own devices up to date. Section 8 of our Terms of Service covers files in conversations and what Deskwoot is liable for.

Book or cancel

Go to Settings > Billing and click Book virus scan on the Virus scan card. Cancel virus scan is on the same card. Only administrators can book or cancel it.

The add-on costs $5 a month per workspace and is billed monthly, also when your plan is billed yearly. No plan or trial includes it.

Frequently asked questions

Is a file that passed the scan safe to open?

It passed a check against known malware, which lowers the risk. It is not a guarantee, so treat unexpected files with care.

A customer says they sent a file, but I cannot see it.

If the conversation shows Checking for viruses, the file opens as soon as it has passed the scan. If the file is missing, Deskwoot could not accept it, for example because the virus scan blocked it. The message itself still arrives. Ask the customer what they sent.

Does the scan send my files anywhere?

No. The scan runs on the servers that run Deskwoot, in the EU.