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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Original Message:
Sent: 07-19-2024 14:21
From: Cameron Tomlin
Subject: Web Messaging/SMS Image Options for Salesforce
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
Original Message:
Sent: 07-18-2024 10:11
From: Brooke Lace
Subject: Web Messaging/SMS Image Options for Salesforce
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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