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Genesys Cloud – Attachment previews for digital interactions

TypeImpactAction requiredAudienceCommunity linkAha! linkAnnounced on
(YYYY-MM-DD)		Planned effective date
(YYYY-MM-DD)
UI/UX Medium Awareness Only All Users
—
2026-11-09 -

In a future release, Genesys Cloud will enable agents to preview supported attachments directly within messaging and email interactions without first downloading the files. Agents will be able to open supported images, PDFs, videos, and audio files in a larger, read-only preview and navigate between attachments without closing the preview. For messaging interactions, agents will also be able to play supported video and audio files directly in the conversation. 

What’s changing

  • Attachment preview – Agents can open supported attachments directly in Genesys Cloud without downloading them to view their contents.
  • Messaging and email support – The attachment preview provides a consistent viewing experience across messaging and email interactions. 
  • Image and PDF previews – Agents can open supported images and PDFs in a larger view to examine their contents more easily. 
  • Video and audio playback – Agents can play supported video and audio files in the preview. In messaging interactions, agents can also play supported media directly in the conversation without opening the full preview. 
  • Attachment navigation – Agents can move between attachments in a conversation or individual email without closing and reopening the preview. 
  • Download option – Agents can still download an attachment from within the preview when needed. 

Why this matters

Agents currently may need to download attachments to view their contents, particularly for email interactions. The new preview lets agents inspect supported files within their workspace before deciding whether they need to download them. This reduces unnecessary downloads and makes it easier to review customer-provided content while continuing to work on the interaction. 

Action required

No action is required. The attachment preview will be available to agents for supported attachments in messaging and email interactions.

For more information, see the  community post