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Email Attachments - Were are they stored and how do you ensure they are deleted

  • 1.  Email Attachments - Were are they stored and how do you ensure they are deleted

    Posted 09-25-2023 05:36

    Hi all, 

    In the process of moving to Genesys, a question that has been raised is about the downloading of attachments from customers via email. As a bit of background our previous solution we could preview these so we never had to actively download them. My understanding this preview capability is not available in Genesys and this has raised concerns from our info sec teams.

    Can anyone advise how they got around concerns about downloading content and how can you ensure it was deleted.

    Any help would be greatly appreciated.

    Thanks 

    Kieran 


    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface
    #PlatformAdministration

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    Kieran Mcloughlin
    J Sainsbury PlcSenior Product Manager
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  • 2.  RE: Email Attachments - Were are they stored and how do you ensure they are deleted

    Posted 09-28-2023 01:10

    All emails and attachments are thoroughly scanned by AWS SES for any viruses and malware.  This is what Genesys says about this:
    Genesys Cloud processes inbound email through AWS Simple Email Service (SES), which scans messages for malware. If SES detects a virus in an email, or if the virus scan did not complete or is inconclusive, Genesys Cloud immediately disconnects the email and does not send it to a queue. If the SES analysis indicates that the email is spam, Genesys Cloud processes such emails based on the settings you chose when you set up spam routing during ACD email address configuration. If the AWS SES analysis is inconclusive or fails for some reason and does not flag the email as spam, the email message may be routed to a queue and end up with an agent. Since malware and spam continue to evolve, no system can be 100 percent effective in stopping attacks. This possibility is why Genesys recommends the precautions listed here.

    Malware and antispam protection best practices - Genesys Cloud Resource Center (mypurecloud.com)



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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