Genesys Cloud - Main

Hi All,

Has anyone come across an issue where, when replying to an inbound email interaction and you use "Insert Image" to insert a picture in your reply. The receiving end see two images but only if viewed on an iphone it would seem.

Has anyone come across this.

Note: If attach file is use it works fine.

Regards,

Leigh

#Outbound

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Leigh Ashall
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Hello Leigh and welcome to the community, 

This is an interesting issue. I have not seen this. This might be better for customer care to look at. I would recommend your admin open a case with with customer care Routing team. I don't know if they will find anything right out of the gate but they can dig in more technically than we can do here in a public forum. 

I would recommend providing interaction id, screen shots of whats being sent and whats being received, make and model of the iPhone as well as current OS. I believe this would be enough to have care start investigating. 

Cheers, 

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Cameron
Online Community Manager/Moderator
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Hello,

Did some testing and I think that's an iPhone "feature".

When I use "insert image" it will show the image in the message and at the bottom (after the e-mail) on iPhone.
When I attach an image it will show the image at the bottom.

Some Googling shows several people mentioning this, and it seem to be due to how Apple handles multipart/mixed messages.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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