Use the custom SMTP server integration to send outbound emails

AI-generated summary

. Genesys Cloud uses specific IP addresses for outbound SMTP traffic; these addresses must be added to allowlists and can be retrieved via the GET /api/v2/ipranges API call. Email header fields, including MIME message-ID and custom headers, are accessible through API calls, Architect flows, or Scripter actions, with a 32K character limit. Potential error messages during agent email sending include invalid SMTP host, connection timeout, authentication failure, and connection unavailability.

After you install and activate the custom SMTP server integration, configure Genesys Cloud to use the SMTP server for outbound emails. Using your custom SMTP server integration, you can also run email campaigns and send agentless email notifications.

Note:

You must use a custom domain. The Genesys Cloud domain is not available for the custom SMTP server integration.
You cannot provision the same email domain or subdomain across multiple orgs in Genesys Cloud. If you have multiple orgs that require the same domain, we recommend you use region-specific or function-specific subdomains. For example, us.example.com, uk.example.com, sales.example.com, service.example.com.
This configuration applies only to outbound emails. It does not affect existing inbound email rules and configuration.
Genesys Cloud uses certain IP addresses for outbound SMTP traffic to customer endpoints. Add these IP addresses to your allowlist to prevent unauthorized access to your API resources. To retrieve a list of these IP addresses, call GET /api/v2/ipranges.
To access the email header fields such as the MIME message-ID, other standard, and custom header fields, use API calls, Architect flows, or Scripter actions. The header information is limited to 32K and anything beyond that is truncated. For more information, see GET conversation message API, Get Email Headers action, and Available script actions.

Click Admin.
Under Contact Center, click Email.
Click Menu > Digital and Telephony > Email.
Click the appropriate custom domain.
Click the Domain settings tab.
Under Outbound Email Sending, click Use my organization’s SMTP for sending outbound emails.
Select the appropriate SMTP server integration from the list.
Click Test SMTP connection.
Note: If you receive an error, update your configuration before saving this setting.
Click Save.

This change does not affect agents. If issues with the SMTP integration occur when an agent attempts to send an email, one of the following messages appear:

The SMTP host is not valid.
The connection has timed out.
Unable to authenticate with the specified integration.
Genesys Cloud cannot connect to the integration.

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Use the custom SMTP server integration to send outbound emails

AI-generated summary

Note:

You must use a custom domain. The Genesys Cloud domain is not available for the custom SMTP server integration.
You cannot provision the same email domain or subdomain across multiple orgs in Genesys Cloud. If you have multiple orgs that require the same domain, we recommend you use region-specific or function-specific subdomains. For example, us.example.com, uk.example.com, sales.example.com, service.example.com.
This configuration applies only to outbound emails. It does not affect existing inbound email rules and configuration.
Genesys Cloud uses certain IP addresses for outbound SMTP traffic to customer endpoints. Add these IP addresses to your allowlist to prevent unauthorized access to your API resources. To retrieve a list of these IP addresses, call GET /api/v2/ipranges.
To access the email header fields such as the MIME message-ID, other standard, and custom header fields, use API calls, Architect flows, or Scripter actions. The header information is limited to 32K and anything beyond that is truncated. For more information, see GET conversation message API, Get Email Headers action, and Available script actions.

Click Admin.
Under Contact Center, click Email.
Click Menu > Digital and Telephony > Email.
Click the appropriate custom domain.
Click the Domain settings tab.
Under Outbound Email Sending, click Use my organization’s SMTP for sending outbound emails.
Select the appropriate SMTP server integration from the list.
Click Test SMTP connection.
Note: If you receive an error, update your configuration before saving this setting.
Click Save.

This change does not affect agents. If issues with the SMTP integration occur when an agent attempts to send an email, one of the following messages appear:

The SMTP host is not valid.
The connection has timed out.
Unable to authenticate with the specified integration.
Genesys Cloud cannot connect to the integration.

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Use the custom SMTP server integration to send outbound emails

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Use the custom SMTP server integration to send outbound emails

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