Manage supported content profiles

PrerequisitesClick to expand

The Supported Content Profiles view displays the most common media types. To add types not listed in this view, use the API. Supported content profiles can contain any valid media type string for inbound and outbound attachments. For more information about example media types, see Media Types on the Internet Assigned Numbers Authority (IANA) website. The API can also use strings with the asterisk (*) wildcard character, such as “image/*” to allow all image types or “*/*” to allow all media types.

Caution: When you allow all media types, you increase your risk of receiving unwanted or malicious files. For more information about using the API for supported content, see the messaging resources under the Conversations API resource list in the Developer Center.

Test supported content profilesClick to expand

Messaging channels differ in the media types that they support. Test that the supported content profile you are using matches the messaging channel’s allowed media types.

Notes:

For third-party messaging platforms, such as Facebook, Messenger, Twitter, LINE, and WhatsApp, Genesys Cloud can further restrict the supported files types that you configure in your supported content profile. Test all types of files that you want to support for both inbound and outbound on each messaging platform you use. Examples of supported file name extensions include:
- aac, 3g2, 3gp, 7z, amr, avi, .bmp, .csv, .doc, .docx, .eml, .gif, .heic, .ics, .jfif, .jpeg, .jpg, key, log, .m4a, .m4v, .mov, .mp3, .mp4, .mp4a, .MPEG, .mpg, mpga, neon, numbers, .odt, .oga, .ogg, .ogv, pages, .pdf, .png, .pps, .ppsx, .ppt, .pptx, .qt, .svg, tif, .tiff, .txt, vcf, .wav, .webm, .webp, .wmv, .xls, .xlsx, .xml, .yml, .yaml, .webp, .zip.
Some third-party messaging platforms can convert a file, such as an image, from one media type to another. For example, a third-party messaging platform converts a large animated .gif file to an .mp4 video file, or a .png to .jpg, to make the file size smaller. A third-party message platform can also convert a file depending on the client that sends the file, such as a web app vs. the mobile app. For the file types you want to send and receive, test how the third-party message platform handles the file types and adjust your supported media types accordingly. Consider supporting related types together for third-party platforms, such as .gif, .jpg, .png, and .mp4.

File preview browser support for standard file typesClick to expand

Messenger supports preview of files based on the browser in use. Each browser and the corresponding operating system support a set of file types for preview. Messenger uses this combination and the browser API to detect if it supports the file and then shows the preview. The following combinations are based on the file type:

Video/audio
- Standard file types that are supported in all browsers are:
- .mp4
- .mpg4
- .mpeg4
- .m4v
- .webm.
Other file types use canPlayType() to detect for support.

Images

Standard file types that are supported:
- image/jpeg
- image/png
- image/gif
- image/svg+xml
For other image types, Genesys cloud detects whether it can be rendered via the HTML tag at runtime and show preview only if supported. Otherwise, the process falls back to the download option.

Documents

text/plain file type is supported in all browsers.
application/.pdf file type is supported in all browsers except in Safari.
All other document types can only be downloaded.

Unsupported file typesClick to expand

Regardless of the settings, the following file types are strictly blocked in inbound or outbound for Genesys Cloud messaging channels. Specifically, even if the customer allows all file types to send or receive, the file types in this table are blocked.

File Type	File Type	File Type	File Type	File Type
.ade	.hlp	.its	.ops	.psc2
.adp	.hta	.mav	.pdc	.tmp
.app	.js	.maw	.pif	.url
.asp	.jse	.mda	.pig	.vb
.bas	.ksh	.mdb	.prf	.vbe
.bat	.lib	.mde	.prg	.vbs
.cab	.lnk	.mdt	.reg	.vps
.cer	.mad	.mdw	.scf	.vsmacros
.chm	.maf	.mdz	.scr	.vss
.cmd	.mag	.msc	.sct	.vst
.com	.mam	.msh	.shb	.vsw
.cpl	.maq	.msh1	.shs	.vxd
.crt	.mar	.msh2	.sys	.ws
.csh	.mas	.mshxml	.ps1	.wsc
.der	.mat	.msh1xml	.ps1xml	.wsf
.dll	.mau	.msh2xml	.ps2	.wsh
.exe	.inf	.msi	.ps2xml	.xnk
.fxp	.ins	.msp	.psc1	.xll
.gadget	.isp	.mst

Outbound media handlingClick to expand

Genesys Cloud uses a maximized media handling system for outbound message attachments. It stores the files in a temporary cache, which simplifies the data flow for the files that you send. When you repeatedly send the same files as part of outbound messages within the data retention period, the system uses the cached version of the file to avoid unnecessary files duplication and storage. This cache maintains a retention policy of 30 days (since the file was last created or referenced), with the option to access it via APIs.

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