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DMARC monitoring for custom email domains

Genesys Cloud provides DMARC (Domain-based Message Authentication, Reporting, and Conformance) monitoring to strengthen email authentication and improve deliverability for organizations that use custom domains for email. DMARC monitoring in Genesys Cloud gives administrators visibility into domain authentication status and prepares organizations for future enforcement requirements. While Genesys Cloud performs DMARC status, your infrastructure and email service providers handle the authentication enforcement.

Major mailbox providers require authenticated emails from domains that have their DKIM, SPF, and DMARC records aligned. Publishing a DMARC record helps align your domain with modern authentication standards and supports successful email delivery across receiving mailbox providers.

DMARC monitoring works with SPF and DKIM to:

  • Confirm that messages are sent from authorized systems
  • Ensure that messages are not altered in transit
  • Avoid messages from landing in the Spam folder
  • Reduce spoofing and phishing risks
  • Improve sender reputation and deliverability

Genesys Cloud checks each custom domain’s DNS configuration and displays whether a DMARC record is present and valid. Genesys Cloud does not create, modify, or publish SPF, DKIM, or DMARC records.

Note: Genesys Cloud only monitors DMARC status. It does not block, quarantine, or rejection emails based on the status.

This visibility allows administrators to take corrective action before mailbox providers apply stricter authentication requirements.

  • DMARC monitoring applies to all emails sent through the Genesys Cloud email delivery service, including:
    • ACD email, transactional messages, agentless email, and bulk marketing campaigns
    • Agent replies to emails
    • Agent-forwarded emails
    • System notifications such as password reset alerts
    • Post-survey emails sent using custom domain
  • Emails sent using native Genesys SES domains – Genesys authenticates and manages the emails that are sent from native Genesys SES domains. Genesys manages authentication for these domains using AWS SES, including SPF, DKIM, and DMARC. 
  • Emails sent using custom domains – For domains used with Custom SMTP and Microsoft Graph, Genesys Cloud displays DMARC status for awareness. Authentication enforcement and policy outcomes occur within your own email infrastructure.
  • Genesys recommends that you configure both SPF and DKIM alongside DMARC to align with the requirements of major email service providers.
  • Genesys Cloud checks the DNS records every 12 hours and publishes the latest authentication status on the Genesys Cloud domain configuration page. Upon reading the DNS records for the status, Genesys Cloud displays one of the following statuses:
    • Valid (Green panel) – A properly formatted DMARC record is detected.
    • Invalid (Red panel) – A DMARC record is detected but is incorrectly formatted.
    • Not Present (Gray panel) – No DMARC record is found.

For more information, see , , and .