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  • 1.  Email Interactions - .msg file creation?

    Posted 07-21-2025 00:37
    No replies, thread closed.

    Hi all,

    I'm working on an email implementation for a work group in our business.  One requirement they have is the ability to attach a copy of an email to the case management system.  Currently they work out of outlook and they drag and drop the email into an uploader.  As this comes from outlook, it uploads as a .msg which can then later be accessed by anyone who works on the clients file.  

    Is there a way for Genesys to produce an email interaction with a copy of the email as a .msg file that they can upload to their CRM? 

    Open to suggestions/recommendations on how this could be achieved.

    Thanks,

    Rob


    #DigitalChannels

    ------------------------------
    Robert Niblock
    Contact Centre Technology Analyst
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  • 2.  RE: Email Interactions - .msg file creation?
    Best Answer

    Posted 07-21-2025 10:08
    No replies, thread closed.

    Hi Robert,

    Users can download the email, but its in .eml format - Download digital interaction recordings.  Maybe someone else can confirm if there is a way to get a copy of the interaction in .msg format



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Email Interactions - .msg file creation?

    Posted 07-22-2025 01:23
    No replies, thread closed.

    Thanks Sam,

    I've done some testing and .eml format should work fine actually. 

    If I wanted to give an Agent access to downloading the email inside of an interaction via a Pop-up script, what would be best way to go about that? I assume setting up a data action?



    ------------------------------
    Robert Niblock
    Contact Centre Technology Analyst
    ------------------------------

    Original Message


  • 4.  RE: Email Interactions - .msg file creation?

    Posted 08-12-2025 11:14
    No replies, thread closed.

    Hi Robert,

    Sorry, I missed this reply.  Hopefully you have figured it out, but if you haven't, the agents can download emails as long as they have the permission: conversation.email.view - Allows the agent to view and access email interactions, including downloading the email.  With regards to opening it in a script, yes I believe a data action would be your best bet if they cant access the history to download the email. 



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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