Webex Contact Center digital channel attachment handling

See also

Sources

1. 1
   In CCE, the 25 MB scanning-service cap is not enforced on Apple Messages for Business, which allows uploads up to 100 MB to meet Apple's Messaging Service Provider requirements, and files over 100 MB are rejected.

   Cisco Unified Contact Center Enterprise Features Guide Release 15.0(1) - Digital Channels Integration Using Webex Connect · 'Channel-specific Prerequisites > Apple Messages for Business (AMB)' note · Checked 2026-10-14
2. 2
   In CCE Apple Messages for Business, when an agent sends several attachments at once the agent sees a confirmation but the customer receives only one of them.

   Cisco Unified Contact Center Enterprise Features Guide Release 15.0(1) - Digital Channels Integration Using Webex Connect · 'Channel-specific Prerequisites > Apple Messages for Business (AMB)' limitations · Checked 2026-10-14
3. 3
   For CCE Apple Messages for Business attachments, Cisco relies on Apple to maintain compliance and protect against malware attachments.

   Cisco Unified Contact Center Enterprise Features Guide Release 15.0(1) - Digital Channels Integration Using Webex Connect · 'Channel-specific Prerequisites > Apple Messages for Business (AMB)' note · Checked 2026-10-14
4. 4
   The April 2025 Webex Contact Center Enterprise agent What's New entry 'Digital Channels Anti-Malware Capabilities' says workflows detect malware in attachments and notify agents and customers when a file is dropped.

   What's new for agents in Webex Contact Center Enterprise · April 2025, 'Digital Channels Anti-Malware Capabilities' · Checked 2026-10-14
5. 5
   To show the dropped file name, custom or existing CCE flows must include the logic from the 'Evaluate MalwareScan Compliance' node of the CCE template flow.

   Cisco Unified Contact Center Enterprise Features Guide Release 15.0(1) - Digital Channels Integration Using Webex Connect · 'Anti-Malware Scan for Attachments > Considerations' · Checked 2026-10-14
6. 6
   In CCE template flows, a customer who sends an infected attachment is told it was dropped because it contains malicious data, and Agent Desktop shows the file as blocked or dropped with no download option.

   Cisco Unified Contact Center Enterprise Features Guide Release 15.0(1) - Digital Channels Integration Using Webex Connect · 'Anti-Malware Scan for Attachments > Anti-Malware Notifications Sent to End Customers and Agents via Template Flows' · Checked 2026-10-14
7. 7
   In CCE email, when malicious attachments are detected the email body still reaches the agent and only the attachments are removed.

   Cisco Unified Contact Center Enterprise Features Guide Release 15.0(1) - Digital Channels Integration Using Webex Connect · 'Anti-Malware Scan for Attachments > Anti-Malware Notifications Sent to End Customers and Agents via Template Flows' · Checked 2026-10-14
8. 8
   In the CCE securityscaninfo.securityFailedReason field, malware failures begin with 'Malware: Failed:' and scan errors or size-limit failures begin with 'System Alert'.

   Flow Configurations - CCE · securityscaninfo parameter table, row securityFailedReason · Checked 2026-10-14
9. 9
   In CCE, the dropped file name appears in rejection messages only for Email and WhatsApp, not for Live Chat, SMS, Facebook Messenger or Apple Messages for Business.

   Cisco Unified Contact Center Enterprise Features Guide Release 15.0(1) - Digital Channels Integration Using Webex Connect · 'Anti-Malware Scan for Attachments > Considerations' filename table · Checked 2026-10-14
10. 10
    For CCE email through Webex Connect, inline images in inbound emails arrive as attachments on Agent Desktop and are blocked when PCI scanning is enabled.

    Email - CCE · inline images statement · Checked 2026-10-14
11. 11
    In CCE, malware scanning is enabled by default for attachments received across all digital channels via Webex Connect.

    Cisco Unified Contact Center Enterprise Features Guide Release 15.0(1) - Digital Channels Integration Using Webex Connect · 'Anti-Malware Scan for Attachments > Setting Up Webex Connect Workflow to Process Anti-Malware Scan Results' · Checked 2026-10-14
12. 12
    In CCE, files detected as malware are not stored on the Webex Connect platform.

    Cisco Unified Contact Center Enterprise Features Guide Release 15.0(1) - Digital Channels Integration Using Webex Connect · 'Anti-Malware Scan for Attachments > Setting Up Webex Connect Workflow to Process Anti-Malware Scan Results' · Checked 2026-10-14
13. 13
    In CCE, a customer whose attachment exceeds 25 MB is told the attachment(s) could not be processed at the moment.

    Cisco Unified Contact Center Enterprise Features Guide Release 15.0(1) - Digital Channels Integration Using Webex Connect · 'Anti-Malware Scan for Attachments > Considerations' · Checked 2026-10-14
14. 14
    In CCE, a customer attachment over 25 MB is not sent to the agent; Agent Desktop marks it as could-not-be-scanned and dropped, with no download option.

    Cisco Unified Contact Center Enterprise Features Guide Release 15.0(1) - Digital Channels Integration Using Webex Connect · 'Anti-Malware Scan for Attachments > Considerations' · Checked 2026-10-14
15. 15
    In CCE sensitive-data redaction, a supported file that contains images, such as a PDF with images, is dropped.

    Cisco Unified Contact Center Enterprise Features Guide Release 15.0(1) - Digital Channels Integration Using Webex Connect · 'Redaction of sensitive data > Supported File Types' note · Checked 2026-10-14
16. 16
    In CCE sensitive-data redaction, attachments of file types not in the supported file types table are dropped during transmission.

    Cisco Unified Contact Center Enterprise Features Guide Release 15.0(1) - Digital Channels Integration Using Webex Connect · 'Redaction of sensitive data > Supported File Types' note · Checked 2026-10-14
17. 17
    For CCE digital channels through Webex Connect, Cisco's PCI and anti-malware scanning service enforces a per-file attachment size of 25 MB or less, on top of each channel's own size limits.

    Cisco Unified Contact Center Enterprise Features Guide Release 15.0(1) - Digital Channels Integration Using Webex Connect · 'Channel-specific Prerequisites > Apple Messages for Business (AMB)' note · Checked 2026-10-14
18. 18
    In CCE, attachments are scanned for malware first, and only attachments that pass are then scanned for PCI compliance.disputed

    Cisco Unified Contact Center Enterprise Features Guide Release 15.0(1) - Digital Channels Integration Using Webex Connect · 'Anti-Malware Scan for Attachments > Setting Up Webex Connect Workflow to Process Anti-Malware Scan Results' · Checked 2026-10-14
19. 19
    In CCE, Webex Connect performs a PCI scan first, then a malware scan, and stores the combined result in securityscaninfo.disputed

    Flow Configurations - CCE · 'Configure Flows' note after the configuration steps · Checked 2026-10-14
20. 20
    The CCE securityscaninfo variable is backward compatible with the PCI info variable, so existing PCI-based flows can pick up malware scanning without changes.

    Flow Configurations - CCE · 'Configure Flows' note · Checked 2026-10-14
21. 21
    The CCE Webex Connect flow variable securityscaninfo exposes isSecurityValidationDone, isSecurityCompliance, droppedAttachmentCount and securityFailedReason.

    Flow Configurations - CCE · securityscaninfo parameter table · Checked 2026-10-14
22. 22
    For CCE email via SMTP, a sender whose inbound email exceeds the attachment limit gets a delivery failure email and must resend with smaller attachments.

    Email - CCE · size limitation statement (attachment limits section) · Checked 2026-10-14
23. 23
    For CCE email through Webex Connect, email via SMTP has a 25 MB size limit on inbound email attachments.

    Email - CCE · size limitation statement (attachment limits section) · Checked 2026-10-14
24. 24
    At the Webex Connect platform level, Live Chat inbound media includes jpeg, png, gif images, mp3 and wav audio and mp4 video, which is broader than the documents-only Webex Contact Center Livechat attachment list.

    Supported File Types for Channels · 'In-App Messaging / Live Chat' section · Checked 2026-10-14
25. 25
    The Webex Connect platform MMS channel limits both the overall payload and each media item to 750 KB, and media URLs must be publicly accessible.

    Supported File Types for Channels · MMS section · Checked 2026-10-14
26. 26
    The Webex Connect platform WhatsApp channel accepts documents up to 100 MB, audio and video up to 16 MB, and images up to 5 MB.

    Supported File Types for Channels · WhatsApp table, Max Size column · Checked 2026-10-14
27. 27
    In Webex Engage the 'Enable attachment' toggle sits under Settings > Agent console > Conversation pane > Global settings > Attachments, and when it is disabled attachments are not allowed on any channel.

    Webex Engage Administration guide · 'Manage agent console settings > Manage conversation pane settings > Configure attachments' · Checked 2026-10-14
28. 28
    The Webex Engage admin guide publishes per-channel attachment size and count values that differ between PCI-enabled and non-PCI tenants, and the email values vary by region.

    Webex Engage Administration guide · 'Configure attachments', limits listed alongside Table 1 'Channel-specific details' · Checked 2026-10-14
29. 29
    Webex Engage per-channel attachment settings define a total file size, an individual file size that cannot exceed the total, a number of attachments, and supported formats.

    Webex Engage Administration guide · 'Configure attachments', Table 1 'Channel-specific details' column descriptions · Checked 2026-10-14
30. 30
    The Webex Engage web chat asset 'Allow Attachments' toggle lets customers send attachments from the chat widget, but choosing the PCI compliance option to drop attachments overrides it.

    Webex Engage Administration guide · Settings > Chat asset > Web > Conversation tab, Message composer section · Checked 2026-10-14
31. 31
    Anti-malware scanning of files in Webex App messaging is part of the Extended Security Pack and is powered by Cisco Talos ClamAV; the article does not cover Contact Center digital channels.

    Anti-malware scanning of files in Webex App · article overview and requirements · Checked 2026-10-14
32. 32
    In Webex App messaging anti-malware scanning, newly uploaded files are quarantined for evaluation and cannot be downloaded or previewed until cleared; infected files stay blocked.

    Anti-malware scanning of files in Webex App · quarantine behaviour section · Checked 2026-10-14
33. 33
    Before agents can attach files, a Webex Contact Center administrator configures the maximum file size, the allowed file types and formats, and the maximum number of files a user can upload.

    Attach files to text messages and emails · section 'Before you begin' · Checked 2026-10-14
34. 34
    Webex Contact Center Agent Desktop displays an infected attachment as an 'Unknown file' and offers no download option.

    Set up digital channels in Webex Contact Center · section 'Supported attachment file types for digital channels' · Checked 2026-10-14
35. 35
    For Webex Contact Center Apple Messages for Business, agents can send media as well as documents, including .jpg, .jpeg, .gif, .png, .mp4, .mp3, .wav, .ogg and .mpeg alongside office formats, .pdf, .txt and .csv.

    Supported attachment types for digital channels in Webex Contact Center · Table 5 Apple Messages for Business (AMB), column 'Agent to customer' · Checked 2026-10-14
36. 36
    Webex Contact Center announced anti-malware scanning of incoming and outgoing digital channel attachments in its What's New entry dated January 31, 2024.

    What's new for administrators in Webex Contact Center · entry dated January 31, 2024, 'Digital channels anti-malware capabilities' · Checked 2026-10-14
37. 37
    For Webex Contact Center email, agents can attach .doc, .docx, .pdf, .pptx, .ppt, .xls, .xlsx and .txt, and customers can send those plus .html, .rtf, .xml, .msg, .eml and .csv.

    Supported attachment types for digital channels in Webex Contact Center · Table 4 Email · Checked 2026-10-14
38. 38
    Webex Contact Center raised the maximum character limit of an email from 25,000 to 500,000 characters in a September 27, 2024 release.

    What's new for administrators in Webex Contact Center · entry dated September 27, 2024, 'Enhancing historical email contexts' · Checked 2026-10-14
39. 39
    In Webex Contact Center Agent Desktop, email attachments can appear inline with the email body or as separate attachments.

    Attach files to text messages and emails · section 'Attach a file to an email' · Checked 2026-10-14
40. 40
    The administrator prerequisite to enable attachments for digital channels in Webex Contact Center applies only to outbound text and email messages, according to the agent help article.

    Attach files to text messages and emails · section 'Before you begin' · Checked 2026-10-14
41. 41
    When provisioning Webex Contact Center digital channels, the attachment types allowed for each channel are configured in Webex Engage as part of the channel templates step.

    Set up digital channels in Webex Contact Center · section 'Set up digital channels > Provision digital channels', Webex Engage templates step · Checked 2026-10-14
42. 42
    In Webex Contact Center an attachment in which malware is detected is dropped in both directions (customer-to-agent and agent-to-customer).

    Set up digital channels in Webex Contact Center · section 'Supported attachment file types for digital channels' · Checked 2026-10-14
43. 43
    An August 10, 2026 Webex Contact Center What's New entry lets admins use inline images in email templates and preview inline images in digital interaction transcripts.

    What's new for administrators in Webex Contact Center · entry dated August 10, 2026, 'Inline images in email templates and transcripts' · Checked 2026-10-14
44. 44
    For Webex Contact Center Livechat, agents can send .doc, .docx, .pdf, .pptx, .ppt, .xls, .xlsx, .csv and .txt regular attachments to customers.

    Supported attachment types for digital channels in Webex Contact Center · Table 1 Livechat, column 'Agent to customer' · Checked 2026-10-14
45. 45
    For Webex Contact Center Livechat, customers can send .doc, .docx, .pdf, .pptx, .ppt, .xls, .xlsx and .csv to agents; .txt is listed only in the agent-to-customer direction.

    Supported attachment types for digital channels in Webex Contact Center · Table 1 Livechat, column 'Customer to agent' · Checked 2026-10-14
46. 46
    In Webex Contact Center the system automatically runs a malware check on all inbound and outbound attachments on all digital channels.

    Set up digital channels in Webex Contact Center · section 'Supported attachment file types for digital channels' · Checked 2026-10-14
47. 47
    For Webex Contact Center Facebook Messenger, agent-to-customer types are .doc, .docx, .pdf, .pptx, .ppt, .xls, .xlsx and .txt, and customer-to-agent types add .html, .rtf, .xml, .msg, .eml and .csv.

    Supported attachment types for digital channels in Webex Contact Center · Table 3 Facebook Messenger · Checked 2026-10-14
48. 48
    In Webex Contact Center Agent Desktop an agent cannot preview an attachment while composing a text message or email; preview is available only after the message is sent or received.

    Attach files to text messages and emails · sections 'Attach a file to a text message' step 1 and 'Attach a file to an email' step 1 · Checked 2026-10-14
49. 49
    Incoming Webex Contact Center emails sent from Microsoft Outlook with .msg or .eml attachments might arrive without the attachments, which Cisco attributes to a Microsoft Outlook limitation.

    Supported attachment types for digital channels in Webex Contact Center · Table 4 Email, note below table · Checked 2026-10-14
50. 50
    In Webex Contact Center, attachments that do not fulfil the PCI rule are dropped and grayed out, and an information icon shows the error message with the reason.

    Attach files to text messages and emails · upload rules list following the email procedure · Checked 2026-10-14
51. 51
    Webex Contact Center multi-tenant attachment size caps appear to be governed by Webex Engage tenant settings rather than a published platform limit, because the System limits article lists audio file limits but no digital attachment limits.inferred

    System limits in Webex Contact Center · whole article; audio file rows and contact service queue digital rows · Checked 2026-10-14
52. 52
    The August 2021 Tenant Self-service Settings release for Webex Contact Center administrators included security settings for chat and email attachments.

    What's new for administrators in Webex Contact Center · August 2021 entry, 'Tenant Self-service Settings for Contact Center Administrators' · Checked 2026-10-14
53. 53
    Cisco's Webex Contact Center supported attachment types tables apply to regular attachments across the digital channels.

    Supported attachment types for digital channels in Webex Contact Center · introductory paragraph above Table 1 · Checked 2026-10-14
54. 54
    Webex Contact Center Agent Desktop prevents agents from uploading unsupported file types, although it does not restrict opening unsupported file types.

    Attach files to text messages and emails · upload rules list following the email procedure · Checked 2026-10-14
55. 55
    For the Webex Contact Center WhatsApp channel, agents can send .doc, .docx, .pdf, .pptx, .ppt, .xls, .xlsx and .txt regular attachments; .csv is not listed agent-to-customer.

    Supported attachment types for digital channels in Webex Contact Center · Table 2 WhatsApp, column 'Agent to customer' · Checked 2026-10-14
56. 56
    For the Webex Contact Center WhatsApp channel, customers can send .doc, .docx, .pdf, .pptx, .ppt, .html, .xls, .xlsx, .rtf, .xml, .msg, .eml, .csv and .txt to agents.

    Supported attachment types for digital channels in Webex Contact Center · Table 2 WhatsApp, column 'Customer to agent' · Checked 2026-10-14
57. 57
    On the Webex Contact Center WhatsApp channel, customer-sent multimedia such as stickers, pictures and GIFs appears as attachments in Agent Desktop.

    Set up digital channels in Webex Contact Center · section 'Channel-specific prerequisites > WhatsApp' · Checked 2026-10-14
58. 58
    Webex Contact Center does not support WhatsApp voice messages.

    Set up digital channels in Webex Contact Center · section 'Channel-specific prerequisites > WhatsApp' · Checked 2026-10-14

Documents

Cite this page

WarmTransfer. (2026, October 14). Webex Contact Center digital channel attachment handling. WarmTransfer. https://warmtransfer.net/knowledge/webex-cc-digital-attachments

@misc{warmtransfer-webex-cc-digital-attachments,
  title  = {Webex Contact Center digital channel attachment handling},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/webex-cc-digital-attachments},
  note   = {Verified 2026-10-14}
}