Genesys Cloud
Send file attachments from bots across digital channels

In a future release, Genesys Cloud will allow digital bots to send file attachments (for example, PDFs, Word documents, Excel files, PowerPoint presentations, and more), across supported messaging channels by specifying a public URL. This feature enhances Genesys Digital Bot capabilities, allowing organizations to meet customer needs through automation while improving efficiency and customer satisfaction.

Change details

Until now, digital bots could only send image files (JPG and PNG formats). This update enables bot authors to configure and send additional file types via URL directly in the bot flow. The file then routes to the user during the interaction, without requiring an agent handoff.

The following messaging channels will support this feature:

• Mensajes de Apple para empresas
• X (formerly Twitter)
• Facebook Messenger
• Instagram
• Whatsapp
• SMS
• Mensajería abierta
• Mensajería web

Por qué es importante

This improvement significantly expands what Digital Bots can handle on their own:

• Fewer agent transfers – users can get relevant documents without leaving the bot interaction.
• Lower operational cost – bots handle more interactions end-to-end.
• Improved experience – users don’t lose context or get redirected for simple requests.
• Increased automation – enables new use cases like sending tickets, statements, manuals, receipts, and more.

Who does this help?

• End users get the content that they need instantly, without switching channels or waiting for an agent.
• Bot authors can design complete and efficient self-service interactions.
• Business administrators can reduce agent workload while offering more value to customers.

Example use case

A customer asks a bot for their most recent mobile phone bill. Instead of handing off to an agent, the bot automatically retrieves and sends a secure PDF of the bill using a public URL, completing the task within the bot session, quickly and without escalation.

Actualizaciones de la interfaz de usuario

Bot authors can now add audio and video files via URL, in addition to the existing support for images, within the Rich Text Builder in Genesys digital bots. A new option is also available to attach other file types (for example, Word documents, PDFs, Excel spreadsheets, and more), via URL.