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.

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.
    • 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.
  • The maximum incoming message size, including attachments: 30 MB per message (after base64 encoding).

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).