What media types does Genesys Cloud SMS support with inbound MMS?
At the current time, Genesys Cloud SMS supports .jpg, .png, and .gif media in the agent user interface. If an end user sends unsupported media in a message, then the agent receives an indication that a media attachment was removed. If a user sends only media in a message, then Genesys Cloud notifies the agent that the message has no content.
While Genesys Cloud does not display certain types of media in the agent user interface, those media types are indeed received by Genesys Cloud and are accessible via an API call. For more information, see Conversations API in the Developer Center.