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.

SMTP email integrationsClick to expand

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.

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).

Microsoft Graph email integrationsClick to expand

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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Can I attach files to an ACD email message?

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