Register your domain and redirect inbound messages
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 option is best suited if your existing email addresses do not use a subdomain; for example, Initech.com, or if you want to keep copies of all incoming messages on your mail server.
If emails forward to Genesys Cloud from another mail server, enter that server’s email address in the Reply To field. This configuration restricts Genesys Cloud from replying to the mail server and creating extra ACD email interactions.
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 for this process.
Register your domain with Genesys Cloud for email routing handling, and redirect inbound messages to it. Use this method to keep a copy of all inbound email messages in your own email system by redirecting messages to your registered email domain.
Set up outbound email
To use your existing email domain and email addresses, verify your domain or subdomain in Genesys Cloud. For detailed instructions on this process, see the Use the organization’s email domain name article. Then, set up outbound emails from your public-facing email address:.
Click Add email address. The Add Email Address page opens.
In the Email Address box, type the email address the customer uses to send an email.
To route to a queue, do the following:
Under Email Routing, select Always route to this queue.
Click the Queue list and choose the desired queue.
In the Skills box, optionally add any ACD skills to ensure that associated emails route to an agent with matching skills.
Click the Language list and optionally choose a language. This option ensures that associated emails route to an agent with a matching language.
In the Priority box, optionally enter the email’s priority, from 0 to 10.
To route to a flow, do the following:
Under Email routing, select Always route to this flow.
Click the Email Flow list and choose the desired flow.
In the From Name box, optionally type the agent, department, or organization name that appears to the recipient when a representative responds to an email.
In the From Email Address area, do the following:
Click Edit . The Edit From Email Address dialog opens.
Under Email Domain, select the organization’s domain from which emails route.
Under From Email Address, select the email address that the customer sees when they receive an email from your agents. Typically, this address is your existing customer-facing email address, and must already be configured in Genesys Cloud.
Note: When you set up outbound email in the previous task, Set up outbound email, you typed this address in the Email Address field.
In the Reply To box, optionally type the forwarding server’s email address. For example, CustomerSupport@Initech.myPureCloud.com.
Note: This address overrides the “Reply to” address the customer sees when replying to the original email.
Your company’s name is Initech and you already have the email address support@Initech.com. If you want to continue using that email address, you can set up a redirect rule to send email from support@Initech.com to your Genesys Cloud email domain, using an address like support@Initech.myPureCloud.com. In the Genesys Cloud domain configuration:
Set up the inbound email address record as:
From Email Address
Set up the outbound email address record as:
In replies, customers see:
From: Customer Support Reply To: support@Initech.com
Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.