Genesys Cloud - Main

Hi Team,

I am trying to remove attachments from a customer's email interaction in Genesys Cloud. Additionally, I want to delete both attachments and transcripts using the API.

I used the following API endpoint with a PUT request:
/api/v2/conversations/{conversationId}/recordings/{recordingId}

Although the request returned a success response, the attachments were not deleted.

Has anyone encountered this issue before or knows an alternative approach?

#API/Integrations
#DigitalChannels
#Omni-ChannelDesktop/UserInterface

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Thanks,
Balaji Balakrishnan
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Hello Balaji,

This would probably be a good question for the Genesys Cloud Developer Forum. I would recommend reaching out to that community for more info.

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Jason Kleitz
Online Community Manager/Moderator
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I would send the Emails to a specific queue that does not allow for transcription (although that does not really matter) and then use a policy to not retain the recording.  With digital interactions, the recording is the transcript.  

As for the attachments, I would run the https://developer.genesys.cloud/devapps/api-explorer#delete-api-v2-conversations-emails--conversationId--messages-draft-attachments--attachmentId- to delete the attachments on the draft when the user replies to the email.  That will not stop them from seeing them, but will not attach them to the new draft.

Also, in Outlook 365, you should be able to not include attachments when forwarding the email to Genesys.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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