Genesys Cloud - Main

We have just deployed X Messaging and have an issue where images sent by customers through X are coming through to Genesys as URLs. If you open the URL it just takes you to the main Messages page within X, and you still have to find the relevant message to open the image. This is far from ideal as the expectation is that images would be viewable from within the Genesys Cloud messenger. 

I was able to replicate the issue myself by sending a .jpg image through X. I have checked the supported content profile used for the X integration and .jpg files are allowed. Is there a piece of config I might be missing somewhere or is this just a limitation of the integration?

Hello James, 

I strongly believe this is a limitation with how X integration handles media content in Genesys Cloud. While the integration does support images and media content, supported content profile, there are some limitations to note. 

1. The behavior you're seeing I think is the standard function of how X's API provides media content to third-party integrations.
2. I don't think theres anything wrong with your config since you have set the supported content profile, the integration is successfully receiving messages and media URL's and the system is correctly identifying media was shared. 

While I do think this is a limitation for all the reasons above you could always double check to make sure the supported content media profile includes the wildcard "image/*" to allow all media content. You can verify you haven't exceeded the maximum content size for X media. 

Cheers,