Genesys Cloud - Developer Community!

Hi,

I have some questions about the files that can be attached to a web message interaction. We have seen that they can be downloaded to your device from the interaction details view, but we wanted to know:
1. Are these files stored within the organization?
2. Where are they stored?
3. How long are they stored?
4. How can they be obtained via API?

I opened a case with Care and they told me to post it in this forum. I would appreciate any help.

Thanks & Regards

Hi Mariana,

Here's some information about how file attachments work in web messaging interactions:

1. Storage within the organization
   The files are not stored directly within your organization's infrastructure. They're securely stored by Genesys Cloud as part of your organization's tenant data.

2. Where they are stored
   Files are stored in Genesys Cloud's secure AWS S3 storage in the region where your organization is hosted (for example, US-East, EU-West, AP-Southeast, etc.).

3. How long they are stored
   Attachments are retained for the same period as the related conversation record, following your organization's data retention policy. Once that retention period expires, both the conversation and its associated files are permanently deleted.

4. How to obtain them via API
   You can access and download attachments using the Genesys Cloud Public API:

   • Retrieve the conversation to locate the attachment details:

     GET /api/v2/conversations/{conversationId}

   • Then download the file:

     GET /api/v2/conversations/{conversationId}/messages/{messageId}/attachments/{attachmentId}/media

     This will return a secure, pre-signed URL that you can use to download the file.

Hi,

I have some questions about the files that can be attached to a web message interaction. We have seen that they can be downloaded to your device from the interaction details view, but we wanted to know:
1. Are these files stored within the organization?
2. Where are they stored?
3. How long are they stored?
4. How can they be obtained via API?

I opened a case with Care and they told me to post it in this forum. I would appreciate any help.

Thanks & Regards