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.


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).