Prerequisites
  • Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 1 Digital Add-on II license
  • Routing > Email > Manage permission

      This article describes how to register an email domain for an outbound email campaign or to trigger an agentless email notifications. If you plan to give customers the option to reply to these email messages, you also need an inbound email domain. Once you register these email domains in Genesys Cloud, they are available for use on any email campaign.

      Notes: 
      • The use of outbound emails requires that you have your own email domain or subdomain.
      • Also, if you use Genesys Cloud for contact center emails, the domain or subdomain you set up for outbound email campaigns must be different from your contact center one(s).
      • Genesys Cloud does not separate sending domains from bounce domains.  Because you have to set up a CNAME for the bounced email to point to sparkpostmail.com, all requests coming to the subdomain will point to sparkpostmail.com. If you used your root domain, all requests to that domain would go to sparkpostmail.com. For this reason, you must use a subdomain for Campaign and Agentless Email.

      Set up outbound email for campaigns or agentless email notifications

      Note: The Domain Type must be Campaign. Genesys Cloud or Custom domain types are not supported for outbound email campaigns and agentless email notifications.
      1. Click Admin.
      2. Under Contact Center, click Email. The Manage Domains page opens.
      3. Click Add Domain. The Add Domain dialog box opens.
      4. From the Domain Type list, select Campaign.

      5. In the Domain name box, type the name of the email domain from which emails will be sent.

        Note: Make sure that campaign and the agentless email domains are always subdomains. For example, if your domain is xyzcorp.com, the campaign domain you set up is something like sales.xyzcorp.com or marketing.xyzcorp.com.
      6. Click Save. The Domain Settings page opens for the new domain.

        Displays the Email Domain Settings page.

      7. Copy and paste the TXT and CNAME values into the DNS configuration settings for your specific DNS provider.
      8. Wait a few minutes for the DNS information to propagate.
      9. Return to Genesys Cloud and click Activate to verify the email domain.
      Important Note: Once your domain has been provisioned, wait two hours before sending a campaign or agentless email. The waiting period gives the system enough time to run all necessary compliance and regulatory checks. If you try to send an email before two hours has passed, message delivery could fail. 

      You do not need to register email addresses for this outbound domain. To enable customers to reply to campaign or agentless email messages, you need an inbound email domain. The reply to an address is configured on the inbound domain. For more information, see the options listed in Email routing scenarios.