Series: Use the organization email domain name

Set up custom MAIL FROM configuration

  • Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX 4, or Genesys Cloud CX 1 Digital Add-on II license
  • Routing > Email > Manage permission
  • Responses > Response > View permission

      After you verify the domain name and add the MX record, optionally set up extra customization for sending and receiving email. This customization includes SPF authentication to update the MAIL FROM address when outbound emails arrive from this custom domain. This configuration lets you specify what email recipients see when they receive an email from your organization.

      By default, Genesys Cloud uses amazonses.com as the MAIL FROM value for your email domain. This process allows the SPF check to pass automatically as the mail routes from amazonses.com. To use a custom MAIL FROM domain, add it in Genesys Cloud under the advanced settings for your domain.

      Note: If you use your own MAIL FROM domain, you must meet Amazon SES specifications as outlined under the Choosing a MAIL FROM Domain section of Using a Custom MAIL FROM Domain with Amazon SES in the Amazon Simple Email Service Developer Guide.

      Add a custom MAIL FROM domain

        Note: This article includes the general process DNS providers typically use to add SPF records to your domain’s DNS. The procedure you use can differ, depending on your DNS service provider. 
        1. In Genesys Cloud, navigate to SPF DMARC Authentication:
          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. Click Show Advanced Settings.
        2. Under SPF DMARC Authentication (Custom MAIL FROM), add the fully qualified domain name and click Save. Genesys Cloud returns the MAIL FROM values.
        3. Copy the values and in your DNS provider’s website, sign in and navigate to the page for updating your domain’s DNS records. 
        4. Follow your provider’s instructions for adding SPF records.
        5. Save your changes.
        Note: If verification fails, click Refresh to regenerate tokens.