We need to delete email attachments that are sent to us by customers that contain sensitive information. I have been informed by Genesys PS that it is not possible to delete email attachments from inbound email interactions. Genesys' guidance is to delete the entire contact which then not only deletes the attachment but deletes ALL interactions and the contact. If anyone has a workaround or has found that it is possible to delete attachments from inbound emails, please let me know.

Thanks!
#DigitalChannels
#System Administration

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Dan Fontaine
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Dan,

I am just spit balling here, but could you handle this prior to emails entering Genesys with 'Transport/Mail Flow rules that run on the server side. Not knowing anything about your company's email setup, this maybe pointless.

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Byron Nelson
Customer Ops System Administrator
OGE Energy Corp
PureEngage Cloud since 2015
------------------------------

Original Message:
Sent: 01-10-2019 15:23
From: Dan Fontaine
Subject: Delete Emails and/or Email Attachments

We need to delete email attachments that are sent to us by customers that contain sensitive information. I have been informed by Genesys PS that it is not possible to delete email attachments from inbound email interactions. Genesys' guidance is to delete the entire contact which then not only deletes the attachment but deletes ALL interactions and the contact. If anyone has a workaround or has found that it is possible to delete attachments from inbound emails, please let me know.

Thanks!
#DigitalChannels
#System Administration

------------------------------
Dan Fontaine
------------------------------

Dan,

I would suggest opening a ticket with customer care.

Given the individual interaction IDs (and care can help with that), it should be possible to delete the individual interactions from the Contact database without affecting all interactions linked to the contact. This would take some database intervention.

I believe it may even be possible to remove the attachment and leave the interaction in tact. This will also require custom database scripts.

Hope this helps,
Kiko

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Kiko Mengual
Genesys - Employees
------------------------------

Original Message:
Sent: 01-10-2019 15:23
From: Dan Fontaine
Subject: Delete Emails and/or Email Attachments

We need to delete email attachments that are sent to us by customers that contain sensitive information. I have been informed by Genesys PS that it is not possible to delete email attachments from inbound email interactions. Genesys' guidance is to delete the entire contact which then not only deletes the attachment but deletes ALL interactions and the contact. If anyone has a workaround or has found that it is possible to delete attachments from inbound emails, please let me know.

Thanks!
#DigitalChannels
#System Administration

------------------------------
Dan Fontaine
------------------------------

You can look at a more advanced email app for Genesys Cloud:
https://appfoundry.genesys.com/filter/genesysengage/listing/4772855f-ce4c-4aa8-9c80-7cc1cb3d59af

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Maksim Gill
Eccentex, Inc.
------------------------------

Original Message:
Sent: 01-10-2019 15:23
From: Dan Fontaine
Subject: Delete Emails and/or Email Attachments

We need to delete email attachments that are sent to us by customers that contain sensitive information. I have been informed by Genesys PS that it is not possible to delete email attachments from inbound email interactions. Genesys' guidance is to delete the entire contact which then not only deletes the attachment but deletes ALL interactions and the contact. If anyone has a workaround or has found that it is possible to delete attachments from inbound emails, please let me know.

Thanks!
#DigitalChannels
#System Administration

------------------------------
Dan Fontaine
------------------------------