Genesys Cloud - Main

Good afternoon, 

I've been searching for an answer to these questions but have been unsuccessful. I am hoping someone in the community might be able to help. 

We currently use the Salesforce integration (out of the box Salesforce utility) for Genesys Web Messaging & SMS. We have a couple of questions regarding customization for this with regards to attachments: 

• Is there any way to allow an agent to zoom in on the image within the Salesforce utility? 
  • Sometimes the images contain text, and because the static images are too small, it forces the agent to download the image to read it. 
  • This leads to increased handle time with the adjustments on the viewing, downloading the image, and/or converting it to JPEG form.
• Is it possible to delete an attachment on a SMS interaction without using GDPR Delete API?
  • The use case is that we would only want to delete a sensitive image on one interaction, not all interactions related to a contact's phone number. 

If the answer is "No" to either, 

• Are there works in progress related to these items?
• Are there ideas I can vote on?

As always, I appreciate this community and any help you can offer!

Hello Brooke, 

Thank you for reaching out!

To answer your first questions is kind of. There is no inherent ability to to zoom in on a static image in the interaction utility. BUT, you can always build a screen pop that should make the image bigger. You can review the documentation here to achieve this and make it a little bit better on the agents. 

To answer your second question, no this is currently not possible. You have to use the GDPR Delete API. I would recommend opening an idea in our ideas portal or if this idea here matches what you need then you can go vote for it. 

Hope this helps!

Cheers, 

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Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees
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This is very helpful! Thank you so much for taking the time to provide a detailed response. I have submitted a fresh idea to the portal as the one you provided, while interesting, didn't quite encompass what we need. Have a great day!

https://genesyscloud.ideas.aha.io/ideas/CESMS-I-31