Can I attach files to an ACD email message?

You can attach most types of files to an ACD email reply except for these unsupported file types.

To attach a file, either drag and drop a file into the email reply field or select Attach a file and select a file from the browser window. For more information about attaching a file to an ACD email, see Work with ACD email.

Notes for SMTP email integrationsClick to expand

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. 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.

Notes for AWS email integrationsClick to expand

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).

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