Genesys Cloud - Main

Hi community

#DigitalChannels

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ANA BELEN ALONSO VIDALES
CTI
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Hi ANA

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In fact this is expected behavior.

When a customer sends an email that contains another email as an attachment .eml, Genesys Cloud treats it simply as a standard file attachment and does not attempt to render or convert its internal content when the file is downloaded from the interaction.

Because of that, when you download the .eml file you are getting the raw email file, and its content will only be properly displayed when opened with a compatible email client such as for example Outlook, Thunderbird, or Apple Mail. Some browsers may also display it if the file is opened or dragged directly into the browser window.

So the content of the second email is still there, but it needs to be opened with a mail client that supports the .eml format rather than viewed directly after download.

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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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Hi Ana,

We recently encountered a similar requirement around .eml attachments and the need to view the content without downloading files and switching between applications.

To address this, we added support in Mediabriz (available on Genesys AppFoundry®) that allows agents to view attached email files directly within the conversation experience.

It was designed specifically to give agents visibility into the content of email attachments while keeping the context of the customer interaction.

Feel free to reach out if you have any questions or would like to discuss the use case further.

Regards,

Adva

#DigitalChannels

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Adva Zvieli
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