Agentless email notifications

AI-generated summary

Genesys Cloud provides agentless email notification capabilities that automatically deliver emails triggered by system events, Architect flows, or agent scripts without requiring agent involvement. The feature is included by default for CX 2/3 licenses provisioned after November 2, 2022, with earlier licenses able to activate it through AppFoundry. Configuration requires establishing an outbound email domain, creating OAuth client credentials, and assigning the Conversation > Agentless Email > Send permission. The system supports customer email threading through conversation IDs and SparkPost delivery integrations with SPF, DKIM, and DMARC authentication protocols. Primary use cases include shipment notifications and appointment reminders. Customer replies are handled as ACD emails within a 30-day window and threaded internally, though recipients view each email individually rather than as a complete thread. Technical implementation can be accomplished through three methods: automated backend system triggers, Architect flow data actions, or agent scripts. Architect-based implementation requires creating data actions that call the email notification API and integrating them within flows, with token generation occurring via the Client Credentials OAuth flow. Setup involves configuring an outbound email domain, creating or using an existing OAuth client, and generating credentials-based tokens to call the Agentless API endpoint. Operational limits include a default email transmission rate of 600 emails per minute, customizable to 1,200–3,000 emails per minute, with agentless plus campaign rates of 3,000 emails per minute customizable to 6,000–9,000 emails per minute. Email bodies are limited to 3 MB with no attachment support, subject lines to email address local parts to and display names to The system processes only one recipient email address per transmission, and curly braces are prohibited in subject lines and email bodies. Delivery receipts are accessible through the Interactions tab in the Performance workspace. Agentless email usage generates billable charges based on consumption through a usage-based billing model. The platform also provides a feedback collection mechanism integrated into its documentation system, allowing users to rate article helpfulness and submit categorized feedback while accessing supplementary resources for related communication and notification features

PrerequisitesClick to expand

The agentless email notifications allows you to send email notifications automatically without involving an agent. For example, you want to notify your customer about the shipment of a product that they ordered. You can configure Genesys Cloud to send an email message to your customer with shipping and tracking information.

Or, suppose that you want to remind your customers of upcoming appointments. You can configure Genesys Cloud to send an email message to your customer with appointment confirmation details, such as date, time, or location.

Features

If you set up an inbound email domain, your customer can reply to your agentless emails. Genesys Cloud treats the reply email as an ACD email.
When your customer replies to your agentless email within 30 days of the original email, Genesys Cloud threads the emails.
If separate agentless emails have the same context of discussion, you can thread them with a single conversation ID from the API.
When agentless emails that have the same conversation ID are threaded, the email thread is visible only on Genesys end. The recipient cannot view the entire thread; they receive each email as as individual email.
SparkPost supports Sender Policy Framework (SPF), DomainKeys Identified Mail (DKIM), and Domain-based Message Authentication, Reporting & Conformance (DMARC). SPF is included with the CNAME record and DMARC is included with the TXT (DKIM) record.
You can view the delivery receipt of emails from the Performance > Workspace > Interactions tab.

For more information about agentless email pricing, see Messaging in the Genesys Cloud pricing hub.

Access to agentless email

If you have the Genesys Cloud CX 2 or Genesys Cloud CX 3 license after November 2, 2022, then you have access to Outbound Email Campaigns/Agentless Email by default.
If you have the Genesys Cloud CX 2 or Genesys Cloud CX 3 license before this date, you can activate the feature in the Genesys AppFoundry:

If you are a direct customer or a partner, here are the steps you must take:

1. After you log in to Genesys Cloud, go to the AppFoundry listing.
  Note: Log in with your Genesys Cloud credentials.
2. Review all details about the feature, including pricing.
3. Click Purchase to agree to the terms and to enable the features in your organization.

If you are an indirect customer, and do not see the Purchase button after following the steps outlined above, contact your Genesys Partner.

Note: Email Campaigns and Agentless Email Notifications have usage-based charges and therefore usage of these capabilities generate billable charges.

Set up Genesys Cloud to send agentless emails

Genesys Cloud offers the ability to send email notifications in different ways:

From back-end systems automatically based on triggered events.
From an Architect flow using a data action.
From an agent script using a data action (when you do not have to specify the user context in the API request). For more information, see Enable a script to use external data.

Send emails following trigger events

To configure agentless email notifications following the occurrence of triggered events from back-end systems:

Set up a domain for outbound email campaigns. For more information, see Set up a domain for outbound email campaigns.
Create or use an existing OAuth client. For more information, see Create an OAuth client.
Use your OAuth client’s credentials to generate a token. For more information, see Grant – Client Credentials.
Use your new token to call the new Agentless API endpoint.

Send emails from Architect flow

To configure agentless email notifications from an Architect flow:

Create a data action that calls the email notification API. For more information, see About the Genesys Cloud data actions integration.
Use that data action within the flow. For more information, see Use data actions in Architect for integrations.

Limits

The following limits apply to agentless emails:

Item	Limit
Rate of number of emails	Default – 600 emails/minute Custom – 1200 or 3000 emails/minute (Contact your Genesys representative)
Rate of number of emails for agentless plus (campaign emails)	Default – 3000 emails/minute Custom – 6000 or 9000 emails/minute (Contact your Genesys representative)
Size	Body of email – 3 MB Attachments – Genesys Cloud does not support attachments to agentless emails.
Characters	Subject line – 400 characters. Local part of your email address – 64 characters (For example, in the email address john@gmail.com, john forms the local part of the address, which cannot exceed 64 characters.) Display name for your email address – 64 characters (For example, John from Sales could be your display name, which cannot exceed 64 characters.) Note: Do not include curly braces ({ or }) both in the subject line and in the body of the email.
Email address	Only one recipient email address at a time.

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