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  • 1.  Web Messaging/SMS Image Options for Salesforce

    Posted 07-18-2024 10:12

    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!


    #DigitalChannels

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    Brooke
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  • 2.  RE: Web Messaging/SMS Image Options for Salesforce
    Best Answer

    Posted 07-19-2024 14:22
    Edited by Cameron Tomlin 07-31-2024 11:50

    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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  • 3.  RE: Web Messaging/SMS Image Options for Salesforce

    Posted 07-31-2024 11:35

    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



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    Brooke
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