Genesys Cloud uses a maximized media handling system for outbound message attachments that stores files in a temporary cache with a 30-day retention policy based on last creation or reference date. When identical files are sent repeatedly within 30 days, the system uses the cached version to avoid duplication and reduce data flow complexity. The platform supports any valid media type string for inbound and outbound attachments through supported content profiles accessible via API with wildcard functionality (such as "image/*" or "*/*"), though certain file types are blocked regardless of customer configuration, including .ade, .hlp, .tmp, and .vbs files. Access to messaging features requires appropriate licensing (Genesys Cloud CX 2, CX 3, CX 4, or Digital Add-on variants) and Messaging > Supported Content permissions. Supported file extensions include common formats such as .pdf, .docx, .xlsx, .mp4, .jpg, .png, and .zip, along with numerous audio and video formats. Supported file types span video and audio formats (.ogg, .mp4, .webm), images (image/jpeg, image/png, image/gif, image/svg+xml), and documents (text/plain, application/pdf). File preview capabilities depend on browser and operating system compatibility, with the platform using HTML rendering to detect support for non-standard image types and falling back to download functionality if preview is unavailable. Genesys Cloud maintains a strict blocklist of file types prohibited regardless of channel settings, including executable files (.exe, .dll, .com), scripts (.js, .vbs, .ps1), and system files (.sys, .msi, .inf) to prevent security risks. Third-party messaging platforms including Facebook, Messenger, Twitter, LINE, and WhatsApp may further restrict or convert supported file types, requiring testing across each platform and client type (web versus mobile applications). WhatsApp voice note functionality requires .ogg audio file type configuration for both inbound and outbound channels.