Attach a file to an email message
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Genesys Cloud enables agents to attach files to email messages through drag-and-drop functionality or an Attach button, supporting numerous file types while blocking certain types from transmission. The platform implements a 40MB size limit for outgoing email messages including attachments, with the net email size approximately 29MB after base64 encoding. Incoming messages are similarly limited to 40MB after base64 encoding. For organizations requiring larger file transfers, Genesys Cloud Documents can be used to share files via links.
Email integration approaches vary by configuration type. SMTP email integrations adhere to maximum size limits configured on custom SMTP servers up to 40MB. AWS email integrations using Amazon SES apply the 40MB limit to outgoing encoded messages, with certain attachment types excluded per Amazon SES specifications. Microsoft Graph email integrations support a maximum incoming and outgoing encoded message size of 40MB, though Microsoft's Graph API itself supports up to 150MB. Organizations requiring increased maximum size limits can contact their account representative with appropriate business justification.
Within email messages, attached files appear at the bottom and can be removed individually by clicking a Remove button adjacent to each file. The platform provides related email management features including inline image insertion and file sharing capabilities, with associated size limitations for ACD email messaging systems. Users can access community support resources and provide documentation feedback through a structured form that captures user role, feedback type, and privacy policy acknowledgment. Related documentation addresses agent interactions, email rate limits, attachment constraints, fax integration, and file transfer size restrictions across ACD messaging systems.
When you reply to an email message, you can attach a file to send with the email reply. Email interactions support many types of files; however, you cannot send certain types of files through email interactions. For a full list of unsupported file types, see Unsupported Attachment Types.
Keep the following notes in mind:
- Genesys Cloud uses base64 to encode messages and attachments.
- The current maximum outgoing encoded message size, including attachments, is 40 MB. After the base64 encoding to the email body and file attachments, the net email size is about 29 MB.
- You can send links to larger documents stored in Genesys Cloud Documents.
- For more information about sharing a file from Documents, see About Documents and Share a file.
- If your organization uses a custom SMTP server integration, Genesys Cloud adheres to the maximum allowable size that you set on your SMTP server--up to 40 MB. You must set this value when you configure your SMTP server in Genesys Cloud.
Note: You can request for an increase in the maximum allowed size limit. Contact your account representative with a business justification for an upgraded limit.
Keep the following notes in mind:
- Genesys Cloud uses base64 to encode messages and attachments.
- The maximum outgoing encoded message size, including attachments, is 40 MB.
- Outgoing messages that exceed 40 MB including attachments return an error.
- You can send links to larger documents stored in Genesys Cloud Documents.
- For more information about sharing a file from Documents, see About Documents and Share a file.
- Amazon SES accepts most attachment types. For a list of exclusions, see Amazon SES Developer Guide Appendix: Unsupported attachment types.
- The maximum incoming message size, including attachments: 40 MB per message (after base64 encoding).
Genesys Cloud uses base64 to encode messages and attachments.
- The current maximum incoming and outgoing encoded message size, including attachments, is 40 MB. After the base64 encoding to the email body and file attachments, the net email size is about 29 MB.
- You can send links to larger documents stored in Genesys Cloud Documents.
- For more information about sharing a file from Documents, see About Documents and Share a file.
Note: You can request for an increase in the maximum allowed size limit. Contact your account representative with a business justification for an upgraded limit. Microsoft has a size limitation of 150 MB for Graph.
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- In your outgoing message, drag and drop a file into the reply field. Alternatively, click Attach and select a file from the browser window. The file appears at the bottom of your email message.
- To remove a file from an email message, beside the file, click Remove .
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