Configure and activate the custom SMTP server integration

After installing the custom SMTP server integration, configure and activate the integration. The process requires configuration of both Genesys Cloud and the email platform. The following steps explain the procedure that you must perform on Genesys Cloud. For information on platform-specific configuration, contact your email service provider.

  1. Click Admin.
  2. Under Integrations, click Integrations.
  3. Find and open the Custom SMTP Server integration that you previously installed.
  4. Click the Configuration tab.
  5. Click Properties and enter the following information:
    • Contact Information: (Optional) Add contact information for notification purposes.
    • Max Email Size: Set the maximum email size of your SMTP server. The default size is 10 MB and the maximum allowed size is 40 MB. When the size of an outbound email exceeds the value set in the field, Genesys Cloud does not attempt to reach the server, and alerts the agents to reduce the size of the email.
    • Keep Connection Connected: To retain and use an existing connection to an SMTP server at the time of sending outbound emails, select True. This option retains the connection for a default duration of 60 seconds since the time of last activity and avoids establishing a new connection with the server. To change the default timeout duration, set the period in the Advanced tab > Connections idle time parameter. To create a new connection every time you send an email, select False.  
    • SMTP Host: Add the host of the SMTP server that you want to use for this integration.
    • SMTP Port: Add the SMTP port.
      Note: Ports 587, 465, and 25 are available to use by default.
    • Use STARTTLS Command: To use the STARTLLS command to start a TLS connection with your SMTP server to use the STARTLLS command to start a TLS connection with your SMTP server, keep the default True selection. Or, to use SMTPS select False.
      • The custom SMTP server integration uses the TLS 1.2 and 1.3 protocol.
      • Genesys Cloud uses certain IP addresses for outbound SMTP traffic to customer endpoints. You can add these IP addresses to your allowlist to prevent unauthorized access to your API resources. To retrieve a list of these IP addresses, call GET /api/v2/ipranges.
  6. Click Advanced and configure the SMTP connection details in the following format:
    "pool": {
    "connections_idle_time": 60,
    "connections_max": 10
    • Connections idle time: Enter the duration of idle time in seconds after which the connection must close. 
    • Connections max: Enter the maximum number of connections available in the pool. The default value is 10 and the maximum value is 100.
  7. Click Credentials.
    1. Click Configure
    2. In the Configure Credentials dialog box, choose the authentication type, and type the appropriate user name and password that Genesys Cloud is approved to access. 
      Note: The authentication type depends on the configuration that you set up in the email service provider environment.
      1. Enter the client ID and secret from the authorization server.
      2. Enter the user name and password for ROPC authorization. If you choose the CCF authentication type, you do not need to enter a password. 
      3. Enter the Access token endpoint and relevant scopes. Enter scopes if you do not have default scopes configured in the Auth server.
    3. Confirm the password.
    4. Click OK.
  8. Click Save.
  9. Click the Details tab.
  10. To activate the integration, click Inactive. The Change Status dialog asks you to confirm that you want to activate the custom SMTP server integration.
  11. Click Yes. The status changes to Active.

Next: Use the custom SMTP server integration to send outbound emails.