Genesys Cloud
New setting to restrict outbound email recipients by domain allow list

In a future release, Genesys Cloud will introduce a setting that allows administrators to restrict outbound email recipients to a configurable list of approved domains. This enhancement strengthens Genesys Cloud’s email security posture and supports clients with high standards for data control and operational compliance. This change benefits:

• Business managers can enforce secure email practices by limiting communication to approved domains
• Administrators have clear configuration tools to apply and update domain allow lists
• Agents maintain the necessary functionality to send emails within defined boundaries

Outbound email changes

The new domain allow list feature enables:

• Administrators to define a list of allowed domains that agents are permitted to send emails to.
• Agents to send only outbound emails on behalf of a queue to recipients whose email addresses belong to an approved domain.
• Business managers to ensure that outbound communication complies with internal policies and reduces business risk, especially for sensitive industries such as finance.

Change benefits

This feature provides tighter data controls by limiting who agents can email, addressing a common security concern among Genesys Cloud customers.

• Greater compliance – helps meet regulatory and internal security standards
• Reduced risk – prevents misdirected or unauthorized email communications
• Agent flexibility maintained – allows API-based email functionality without giving agents open access to all addresses

Use case example

A financial institution wants to ensure that agents only send emails to verified partner or customer domains. With the domain allow list in place, the administrator configures approved domains. If an agent attempts to send to a non-listed domain, the system blocks the message, maintaining compliance and reducing security risks.