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. 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.

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:

1. Set up a domain for outbound email campaigns. For more information, see Set up a domain for outbound email campaigns.
2. Create or use an existing OAuth client. For more information, see Create an OAuth client.
3. Use your OAuth client’s credentials to generate a token. For more information, see Grant – Client Credentials.
4. 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:

1. Create a data action that calls the email notification API. For more information, see About the Genesys Cloud data actions integration.
2. 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: