Attach a file to an email message

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.


The maximum outgoing message size, including attachments: 10 MB per message (after base64 encoding).

  • Outgoing messages that exceed 10 MB, including attachments, will bounce back to the sender. Messages larger than 10 MB that you try to send from Genesys Cloud will yield an error. You can work around this limitation by including links to larger documents stored in Genesys Cloud Documents. For more information about sharing a file within 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: 30 MB per message (after base64 encoding).

  1. From a message you are currently replying to, either drag and drop a file into the reply field or click the Add an attachment icon and select a file from the browser window.Add an attachment iconThe file aapears above the attachment icon.
  2. To remove a file from an email message, click the X beside the file. Delete attached file from ACD email