Series: Use the organization email domain name

Add the MX record to the organization’s domain server


Prerequisites
  • Routing > Email > Manage permission

After you verify the domain name, add a mail exchanger (MX) record to your Domain Name System (DNS). An MX record on your domain’s name server points to a mail server to handle your domain’s email. Adding this record ensures that Genesys Cloud receives your inbound email. All email from the domains or subdomains to which you add the MX records routes only to Genesys Cloud. Usually, use a subdomain; for example, support.yourcompany.com.

Notes:
  • This article includes the general process to add an MX record to your DNS. The exact procedure differs, depending on your DNS service provider. 
  • To keep copies of inbound emails on your email server, create email redirect rules that send incoming email messages to an email address for the configured domain. Then, set up your Genesys Cloud domain and email addresses in Genesys Cloud Admin. For more information, see About ACD email routing.
  • To ensure Genesys Cloud can reply to and send outbound emails on your behalf, you only need to add TXT records; MX records are not required.

Existing domain switchover

When you switch over an existing domain, before you add the MX record make sure to add all email addresses and email routing configuration. After you add the MX record, email begins routing through Genesys Cloud.

Add the MX record to the DNS

  1. In Genesys Cloud, copy the MX token string:
    1. Click Admin.
    2. Under Contact Center, click Email. The Manage Domains page opens.
    3. Locate the organization’s email domain and click Edit. The Domain Verification page opens.
    4. Under Domain Verification, copy the MX token string in the Name column.
  2. In your DNS provider’s website, sign in and navigate to the page for updating your DNS records
  3. Follow your provider’s instructions for adding an MX record.
    Note: When Genesys Cloud sees the record, the system confirms your domain ownership and the Pending Verification message changes to Verified. This process can take up to 72 hours.
  4. To perform optional DKIM and custom MAIL FROM configuration, click Show Advanced Settings. For more information, see Perform DKIM authentication and Set up custom MAIL FROM configuration.
  5. To return to the Manage Domains page, click Close.

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