Use the organization’s email domain name

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Genesys Cloud enables organizations to verify and configure their email domain names for email routing and management through a comprehensive set of tools and workflows. Access to these capabilities requires appropriate licensing (Genesys Cloud CX 2, CX 3, or CX 4) and specific permissions including Routing > Email - Manage, Responses > Response - View, and Email > Settings - View. Organizations can configure up to five custom domains, with one domain created by default, allowing them to use existing email domains and addresses without rerouting through the default subdomain (yourAccountName.myPureCloud.com). The domain verification process involves adding the domain in Genesys Cloud, adding email addresses to the domain, verifying the domain through DNS TXT records (for Amazon SES), and creating MX records to route inbound emails directly to Genesys Cloud. Optional configurations include DKIM setup to prevent outbound emails from being marked as spam, MAIL FROM domain configuration for custom "from" addresses, or custom SMTP server integration for outbound email delivery. For organizations preferring to maintain email copies in their existing system, email redirect rules can forward incoming messages to configured domain addresses instead of direct MX record routing. Email address configuration requires establishing key settings including the From Email Address (which must be configured within Genesys Cloud), Reply To address, and up to five BCC Recipients. When both From Email Address and BCC Recipients are configured, Genesys Cloud stores the BCC Recipients address as the email address for outbound messages and as the From Email Address for inbound messages. The Reply To address overrides the customer-visible reply address, while agents can send emails to up to 50 recipients with BCC Recipients counted toward this maximum. Configuration is managed through six tabs on the Email Address Details page: General, Email Address, Email Routing, Spam Routing, Signature, and Advanced. Email routing capabilities support directing emails to flows or queues with configurable priority levels, agent skill matching, and language preferences. The system calculates an interaction score by adding the Architect-configured priority value to the interaction's queue wait duration in minutes, with Genesys ACD distributing interactions based on highest score. Suspected spam messages can be routed to designated flows or disconnected entirely. Additional features include automatic email signature application with positioning options and agent editing capabilities, configurable email history inclusion defaults, and the Allow Multiple Actions feature that enables agents to perform multiple operations such as forwarding and replying on a single email, with each action before wrap-up counted as a separate session with independent handle time tracking. Configuration changes require saving and subsequent domain name verification to take effect.

Series: Use the organization email domain name

Next suggested step: Verify your domain name

PrerequisitesClick to expand

Note: This article generally refers to the organization’s email domain name; however, you can use the domain or subdomain, depending on your organization’s email set-up and configuration.

Verify your domain or subdomain in Genesys Cloud for email routing handling. This method allows you to use your existing email domain and email addresses without rerouting messages to and from the subdomain yourAccoundName.myPureCloud.com. For example, the subdomain support.customer.com allows your customers to send email to help@support.customer.com. Also, an agent can receive an email and draft a reply sent from help@support.customer.com.

Note: You can have a maximum of five domains. The system creates one domain for you by default, but you can delete and replace it.

This process includes the following steps:

In Genesys Cloud, add the domain; for example, support.customer.com. Add email addresses to the domain.
(Applicable only to Amazon SES and not to custom SMTP integration) To verify the domain, add a TXT record to your Domain Name System (DNS). Genesys Cloud displays the verification status on the Manage Domains page. This step enables you to send outbound emails from the registered domain.
To specify that inbound emails route directly to Genesys Cloud, create an MX record on the DNS. This step confirms that Genesys Cloud can accept emails on behalf of your email server.
Note: Alternatively, to keep copies of inbound emails in your email system, create email redirect rules to send incoming email messages to an email address for the configured domain. Then, set up your Genesys Cloud domain and email addresses in Genesys Cloud Admin. For more information, see About ACD email routing.
Optionally configure DKIM to help prevent outbound email routed through the custom domain from being marked as spam.
(Applicable only to Amazon SES and not to custom SMTP integration) Optionally set up a MAIL FROM domain to display a custom “from” address to the email recipient.

Alternatively, use the custom SMTP server integration to send outbound emails from an SMTP server. For more information, see About the custom SMTP server for outbound emails.

Add the domainClick to expand

Click Admin.
Under Contact Center, click Email. The Domains Dashboard page opens.
Click Menu > Digital and Telephony > Email.
Click Add Domain. The Add Domain page opens.
From the Domain Type list, select Custom.
Under Domain Name, type the fully qualified domain name.
Click Save. The email address page opens for the new domain.
Click Add email address and follow the instructions in the next section, Add email addresses to the domain.

Add email addresses to the domainClick to expand

Preconfiguration considerations

Before you add email addresses to the domain, be aware of the following considerations:

The address you add to the From Email Address box must be an address configured in Genesys Cloud.
Any addresses you add to the Reply To and BCC Recipients carry over with the address that you specify in the From Email Address box.
When you configure both From Email Address and Bcc Recipients:
- When you send a new outbound email, Genesys Cloud stores the Bcc Recipients address as the address of the email and not the From Address.
- When an inbound email arrives, Genesys Cloud stores the Bcc Recipients address as the From Email Address and not the inbound email address.
The address you add to the Reply to address box overrides the "Reply to" address the customer sees when replying to the original email.
An agent cannot see or remove the email addresses you add to BCC Recipients.
An agent can send an email up to 50 recipients. The system considers the number of email addresses that you add to BCC Recipients in that maximum number.
When routing interactions to a queue, the priority value, set in Architect, is added to the duration of time an interaction has been waiting in the queue (in minutes). The total of the priority and the duration in the queue is the interaction score. Genesys ACD distributes interactions based on the highest score. For example, an email waiting for 4 minutes with a 20 priority has a score of 24. That call routes before a call waiting 6 minutes with a 10 priority.

Add email addresses to the domain

To add email addresses to the domain, follow these steps:

Click Admin.
Under Contact Center, click Email. The Domains Dashboard page opens.
Click Menu > Digital and Telephony > Email. The Domain Dashboard opens.
Click the domain name and then click Add Email Address. The Email Address Details page opens.
Enter the following details:
1. In the From Name box, type the agent, department, or organization name that appears to the recipient when a representative responds to an email.
2. In the Email Address field, type the email address that the customer uses to send an email.
1. If you prefer to set an email address that the recipient sees when the agent responds to an email, enable the Select From Email option.
  1. Select the email address and the email domain. When you enable this option, you cannot make any updates to the Reply To and BCC email addresses. The existing entries apply.
2. In the Reply To box, optionally type the email address that appears when a customer clicks Reply in response to an email from the Genesys Cloud agent. The address you add here overrides the Reply to address the customer sees when replying to the original email.
3. Under BCC Recipients, type up to five email addresses that you want to blind copy to the email. An agent cannot see or remove the email addresses you add to BCC Recipients.
  Note: Any addresses you add to the Reply To and BCC Recipients carry over with the address that you specify in the From Email Address box.
When routing interactions to a queue, the priority value set in Architect is added to the duration of time an interaction has been waiting in the queue (in minutes). The total of the priority and the duration in the queue is the interaction score. Genesys ACD distributes interactions based on the highest score. For example, an email waiting for 4 minutes with a 20 priority has a score of 24. That call routes before a call waiting for 6 minutes with a 10 priority.
Select the route to send all emails excluding the emails the system considers spam in the Email Routing section:
1. If you choose to route to a flow, under Always route to this flow select a flow from the list.
2. If you choose to route to a flow, under Always route to this queue, do the following:
  Click the Queue list and choose the appropriate queue.
  To ensure that associated emails route to an agent with matching skills, in the Skills box add any ACD skills.
  To ensure that associated emails route to an agent with a matching language, click the Language list and choose a language.
  In the Priority box, optionally enter the email's priority.
3. For outbound email, you can also select Do not route to not route to a queue or flow.
Configure how to route an email that the system suspects is spam in the Spam Routing section:
1. Select Route spam email to this flow and then select a flow from the list.
2. Select Disconnect all email that is detected as spam.
1. To apply an email signature automatically to the outbound email, select Use Email Signature.
  Note: Agents cannot see the automatic email signature appended to their outbound emails. Inform the agents beforehand to avoid duplication of the email signature.
  1. To choose a signature that you created in Canned Response, select Signature. For more information, see Add an email signature response.
  2. To keep the agent signature before the email history and to allow agents to edit the email signature, select Insert signature in the editor before message history.
  3. Select the emails for which you want to apply the automatic email signatures. Set one of the following:
    All Outbound Emails
    Only the Initial Email
1. To include or exclude email history by default in your outbound emails, in the Email History section, set one of the following options. The configuration you set below applies to both the agent UI and to the oubound email format. For example, if you set Never include email history with each agent's response, the email history is hidden from both the agent and the receiver of the email.
  - Always auto-include email history with each agent response
  - Never include email history with each agent's response
  - Let agents decide for each response
1. To allow agents to perform multiple actions such as forwarding and replying more than once on an email, select Allow Multiple Actions.
  Note: When you enable this option, each email that an agent sends before they wrap up the interaction counts as a separate session with its own handle time. For example: An agent sends an initial response to an inbound email message, and the handle time is 10 minutes. If the agent then forwards the message to another participant, the timer starts over, and the handle time for this section is 2 minutes.
2. Click Save.

Next, verify your domain name.

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Preconfiguration considerations

Before you add email addresses to the domain, be aware of the following considerations:

The address you add to the From Email Address box must be an address configured in Genesys Cloud.

Any addresses you add to the Reply To and BCC Recipients carry over with the address that you specify in the From Email Address box.

When you configure both From Email Address and Bcc Recipients:

When you send a new outbound email, Genesys Cloud stores the Bcc Recipients address as the address of the email and not the From Address.
When an inbound email arrives, Genesys Cloud stores the Bcc Recipients address as the From Email Address and not the inbound email address.

The address you add to the Reply to address box overrides the "Reply to" address the customer sees when replying to the original email.

An agent cannot see or remove the email addresses you add to BCC Recipients.

An agent can send an email up to 50 recipients. The system considers the number of email addresses that you add to BCC Recipients in that maximum number.

When routing interactions to a queue, the priority value, set in Architect, is added to the duration of time an interaction has been waiting in the queue (in minutes). The total of the priority and the duration in the queue is the interaction score. Genesys ACD distributes interactions based on the highest score. For example, an email waiting for 4 minutes with a 20 priority has a score of 24. That call routes before a call waiting 6 minutes with a 10 priority.

Add email addresses to the domain

To add email addresses to the domain, follow these steps:

Click Admin.

Under Contact Center, click Email. The Domains Dashboard page opens.

Click Menu > Digital and Telephony > Email. The Domain Dashboard opens.

Click the domain name and then click Add Email Address. The Email Address Details page opens.

Enter the following details:

In the From Name box, type the agent, department, or organization name that appears to the recipient when a representative responds to an email.
In the Email Address field, type the email address that the customer uses to send an email.

Use the organization’s email domain name

Series: Use the organization email domain name

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Use the organization’s email domain name

Series: Use the organization email domain name

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