The following article outlines the points to keep in mind when you plan to use your existing SMTP servers to run email campaigns and send agentless email notifications.

• The limits that apply to Genesys Cloud native solution apply to SMTP server integration as well. 
• Genesys Cloud does not handle delivery receipts, bounce tracking, open and click tracking, and support for opt-outs or unsubscribes if you use SMTP server integration to run email campaigns and agentless email notifications. Genesys Cloud does not perform any further processing when the email is handed over to your SMTP server.
• You will not be billed for sending email campaigns when using your own SMTP server instead of the Genesys Cloud native solution.
• The maximum number of SMTP integrations that are allowed for each org is 20.
• Ensure that your SMTP server is configured to handle this new campaign load. When you set the Messages per Minute value in your campaign, factor in the existing email traffic (transactional or internal) and the rate limits imposed by your provider. This reflects the realistic throughput that your SMTP server can handle; sending more messages than your SMTP server can reliably process may result in:
  • Message delivery delays
  • Throttling or rejection by your email provider
  • Increased bounce rates
  • Impact to domain/IP reputation
• When you set up your SMTP integration, ensure that you turn on the Keep Connection Connected setting so that connection pooling is enabled. For more information, see Configure and activate the custom SMTP server integration.
• Depending on the domain validation status, switching a campaign or agentless domain from a custom SMTP server integration to the Genesys Cloud native solution may invalidate any active campaigns. In such a scenario, you must manually restart the campaign. Also, when you revert to the native solution, reverify the associated TXT and CNAME DNS records.
• Use dedicated subdomains for email campaigns and agentless emails. This helps isolate your primary domain from bulk email activities.
• The SMTP integration you are using must be in a valid state for campaign and agentless sends to succeed. If the integration is in a state of error, campaign and agentless sends will not be initiated. If your SMTP integration is not valid, check the credentials you provided, update if required, and save the integration again. If there are no changes to the credentials, toggle the integration off and then back on. This action resets the integration state and campaign/agentless sends will resume immediately once the integration is active.