Email routing scenarios

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Genesys Cloud provides multiple email routing scenarios to accommodate different organizational needs, requiring appropriate licensing (CX 1 Digital Add-on II, CX 2, CX 2 Digital, CX 3, CX 3 Digital, or CX 4) and specific permissions including Routing > Email - Manage, Responses > Response - View, and Email > Settings - View. Organizations can implement email routing through two primary approaches. The first involves using existing organizational domains by either registering the domain with Genesys Cloud to handle email routing directly (optimal for subdomains like support.customer.com) or registering the domain while redirecting inbound messages to maintain copies on the organization's mail server (suitable for primary domains). The second approach utilizes the myPureCloud.com domain, allowing organizations to either send and receive emails directly through the yourAccountName.myPureCloud.com domain or maintain message copies on their mail server through email redirect rules. Key configuration considerations include setting the forwarding address as the Reply To field when forwarding email to Genesys Cloud to prevent the forwarding address from appearing in customer replies. Administrators may optionally implement custom SMTP server integration for outbound emails and should review malware and antispam protection best practices regarding email attachment handling. The setup process involves registering the organization's domain name, redirecting inbound messages, verifying the domain, adding MX records to the domain server, and performing DKIM authentication. Administrators must configure the domain and email addresses within Genesys Cloud Admin to enable email functionality. Each routing method accommodates different organizational requirements, enabling administrators to select the most appropriate configuration for their specific use case. The system supports both direct email communication using the myPureCloud.com domain and integration with the organization's own email domain for ACD (Automatic Call Distribution) email routing and management, with detailed instructions available in the referenced documentation.

PrerequisitesClick to expand

Various configuration options exist for email routing. Administrators should select the method that best suits the organization’s need. This article provides instructions for the most common scenarios. For more information about email routing, see About ACD email routing.

Notes:

If you forward email to Genesys Cloud and you see the forwarding address on replies to customers, set the forwarding address as the Reply To.
Administrators can choose to 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.
See the Malware and antispam protection best practices for recommendations on precautions related to email attachments.

Send emails using your own domain and email addresses

If you already have existing email addresses you want to use, choose one of these two options:

Option	Description	Instructions
Register your domain with Genesys Cloud for email routing.	To use your existing email domain and email addresses, verify your domain or subdomain in Genesys Cloud to handle your email routing. 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 that is sent from help@support.customer.com. Note: This option is best suited if the existing email addresses use a subdomain; for example, support.customer.com.	For detailed instructions on this process, see the Use the organization’s email domain name series.
Register your domain with Genesys Cloud for email routing. Redirect inbound messages to the registered domain.	(Advanced) Use this method to keep a copy of all inbound email messages in your own email system by redirecting messages to your registered email domain. Note: This option is best suited if your existing email addresses do not use a subdomain (for example, Initech.com), or to keep copies of all incoming messages on your mail server.	For detailed instructions on this process, see Register your domain and redirect inbound messages.

Option

Description

Instructions

To use your existing email domain and email addresses, verify your domain or subdomain in Genesys Cloud to handle your email routing. 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 that is sent from help@support.customer.com.

Note: This option is best suited if the existing email addresses use a subdomain; for example, support.customer.com.

For detailed instructions on this process, see the series.

(Advanced) Use this method to keep a copy of all inbound email messages in your own email system by redirecting messages to your registered email domain.

Note: This option is best suited if your existing email addresses do not use a subdomain (for example, Initech.com), or to keep copies of all incoming messages on your mail server.

For detailed instructions on this process, see .

Use the myPureCloud.com domain to receive and send emails

To use mypurecloud domain to receive and send emails, choose one of these options:

Option	Description	Instructions
Send and receive emails directly with the myPureCloud.com domain.	Use this method to direct customer-sent email messages to the yourAccountName.myPureCloud.com domain. Replies come from yourAccount.myPureCloud.com.	For detailed instructions on this process, see Send and receive emails directly with the myPureCloud.com domain.
Send emails using the myPureCloud.com domain. Keep copies of received messages on your mail server.	(Advanced) Use this method to keep a copy of all inbound email messages in your own email system. In your email system, create email redirect rules to send incoming email messages to the yourAccountName.myPureCloud.com domain. Then, set up your Genesys Cloud domain and email addresses in Genesys Cloud Admin.	For detailed instructions on this process, see Send emails using the myPureCloud.com domain and store copies of received messages.

Option

Description

Instructions

Send and receive emails directly with the myPureCloud.com domain.

Use this method to direct customer-sent email messages to the yourAccountName.myPureCloud.com domain. Replies come from yourAccount.myPureCloud.com.

For detailed instructions on this process, see .

Send emails using the myPureCloud.com domain. Keep copies of received messages on your mail server.

(Advanced) Use this method to keep a copy of all inbound email messages in your own email system.

In your email system, create email redirect rules to send incoming email messages to the yourAccountName.myPureCloud.com domain. Then, set up your Genesys Cloud domain and email addresses in Genesys Cloud Admin.

For detailed instructions on this process, see .

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Email routing scenarios

Send emails using your own domain and email addresses

Use the myPureCloud.com domain to receive and send emails

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