Custom IMAP integration for inbound emails

Administrators can use the custom Internet Message Access Protocol (IMAP) integration to receive inbound emails from an IMAP server. To send an outbound email, you can use a custom SMTP server integration or the default Amazon Web Service’s Simple Email Service (SES). 

  • Using custom IMAP integration for inbound emails and a custom SMTP server for outbound emails and does not require DNS updates.
  • Using custom IMAP integration for inbound emails and Amazon Web Service’s SES for outbound emails requires TXT records to be added to the DNS server. All outbound email limits apply.

Considerations:

  • Each IMAP integration is tied to one email account/domain that maps to one mailbox. For accessing multiple mailboxes through IMAP, you must set up an integration for each mailbox separately. But because of our current unique domain setup for each integration, you can map each integration to a different subdomain and map a mailbox in that particular subdomain. As a workaround, on your email client, forward all emails to one mailbox (with upto 5 folders) that is configured in Genesys Cloud Email settings.  Genesys Cloud then pulls all the emails from these folders to Genesy Cloud. 
  • Genesys Cloud receives and routes only the new emails that arrive after the configuration of IMAP integration. The system does not retrieve all of the emails from the IMAP integration.
  • Each IMAP integration is tied to one mailbox. For accessing multiple mailboxes through IMAP, you must set up an integration for each mailbox separately.
  • The name of the folders in Genesys Cloud must be an exact match to the original folder name. To prevent misconfiguration, Genesys Cloud validates folders every time a change occurs to a folder or domain. 
  • IMAP cannot be removed while routes with folders exist. To remove the IMAP integration, you must first remove the folders.
  • Only port 993 is supported with the IMAP Secure protocol (using TLS). Genesys Cloud does not support unencrypted connection over IMAP.
  • Genesys Cloud marks emails as read to make sure the same email is not read multiple times, especially during connection outages. Ensure that you provide read or write permissions on the folders Genesys Cloud reads from.