Set up custom MAIL FROM configuration

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Genesys Cloud enables organizations to configure custom MAIL FROM settings for enhanced email customization and delivery reliability. This optional configuration allows users to specify the sender address that email recipients see when receiving messages from their organization's custom domain, replacing the default amazonses.com value. The setup process requires specific permissions (Routing > Email - Manage, Responses > Response - View, and Email > Settings - View) and is available across Genesys Cloud CX 2, CX 3, and CX 4 licensing tiers. Prerequisites include domain verification and MX record configuration, followed by SPF authentication implementation. Key technical requirements include adding a fully qualified domain name in Genesys Cloud's advanced settings under SPF DMARC Authentication, then copying the returned MAIL FROM values to the organization's DNS provider to add corresponding SPF records. The configuration must comply with Amazon SES specifications as outlined in AWS documentation. Genesys recommends implementing SPF authentication to prevent delivery disruptions and maintain alignment with DMARC enforcement standards. Major email providers including Google, Microsoft, and Yahoo currently require DKIM with SPF for trusted delivery, with DMARC enforcement becoming mandatory in Genesys Cloud. The custom MAIL FROM domain configuration enables the SPF check to pass automatically during mail routing, ensuring proper email authentication and recipient visibility of organizational sender information.

Series: Use the organization email domain name

Previous suggested step: Perform DKIM authentication

PrerequisitesClick to expand

After you verify the domain name and add the MX record, optionally set up extra customization for sending and receiving email. This customization includes SPF authentication to update the MAIL FROM address when outbound emails arrive from this custom domain. This configuration lets you specify what email recipients see when they receive an email from your organization.

Note: Genesys recommends performing SPF authentication to avoid potential delivery disruptions and to align with . Major mailbox providers—including Google, Microsoft, and Yahoo—already require DKIM with SPF for trusted email delivery. When Genesys Cloud implements DMARC enforcement for authenticated outbound email, SPF configuration becomes mandatory.

By default, Genesys Cloud uses amazonses.com as the MAIL FROM value for your email domain. This process allows the SPF check to pass automatically as the mail routes from amazonses.com. To use a custom MAIL FROM domain, add it in Genesys Cloud under the advanced settings for your domain.

Note: If you use your own MAIL FROM domain, you must meet Amazon SES specifications as outlined under the Choosing a MAIL FROM Domain section of in the Amazon Simple Email Service Developer Guide.

Add a custom MAIL FROM domain

Note: This article includes the general process DNS providers typically use to add SPF records to your domain’s DNS. The procedure you use can differ, depending on your DNS service provider.

In Genesys Cloud, navigate to SPF DMARC Authentication:
1. Click Admin.
2. Under Contact Center, click Email. The Domains Dashboard page opens.
3. Click Menu > Digital and Telephony > Email.
4. Under the Custom Domains tab, locate the organization’s email domain and click Edit. The Domain Verification page opens.
5. Click Show Advanced Settings.
Under SPF DMARC Authentication (Custom MAIL FROM), add the fully qualified domain nameand click Save. Genesys Cloud returns the MAIL FROM values.
Copy the values and in your DNS provider’s website, sign in and navigate to the page for updating your domain’s DNS records.
Follow your provider’s instructions for adding SPF records.
Save your changes.

Note: If verification fails, click Refresh to regenerate the tokens.

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Set up custom MAIL FROM configuration

Series: Use the organization email domain name

Add a custom MAIL FROM domain

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