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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Original Message:
Sent: 04-29-2026 11:27
From: ANA BELEN ALONSO VIDALES
Subject: Email with attachments
Hi community
In our business, we've noticed that many customers are sending us emails containing an attachment which is, in fact, another email itself (in .eml format). The issue we're encountering is that when we download these as an interaction, the content of the second email isn't visible. We can only view it when we're interacting with it directly, but the format appears to be incompatible upon download.
We're aware that other formats are often recommended, but we were wondering if anyone had any suggestions for viewing this content?
Thanks
#DigitalChannels
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ANA BELEN ALONSO VIDALES
CTI
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