Use the custom IMAP server integration to receive inbound emails

To receive inbound email via a custom IMAP server, after installing the integration, you must connect and test the integration, and then set up routes to the IMAP domain which link to a folder on the IMAP server. This configuration routes the email that Genesys Cloud receives from the IMAP server to a queue or workflow.

Connect and test the integration:

1. In Genesys Cloud, click Admin.
2. Under Contact Center, click Email.
3. Click the appropriate custom domain.
4. Click the Domain settings tab. 
5. Under Inbound Email Sending, click Use my organization’s IMAP for receiving inbound emails.
6. Select the appropriate IMAP server integration from the list.
7. (Optional) Click Test IMAP connection.
   Note: If you receive an error, update your configuration before saving this setting.
8. Click Save.

Set up the routes

1. Click the Routes tab. 
2. Click Add Routes > Folders.
3. Enter the name of the folder.
   
   Note: The folder name must be an exact match with what is defined in your IMAP server. The folder name may or may not be case-sensitive, depending on the IMAP server. Some folders can also be nested like Inbox/Invoices, which means the Invoices folder is nested under the Inbox folder.
4. Enter the following folder details:
   
   1. In the Email Address box, type the email address the customer uses to send an email.
   2. 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. 
   3. In the From Email Address box, type the email address that the recipient sees when the agent responds to an email. 
   4. In the Reply To box, optionally type the email address that appears when a customer clicks Reply in response to an email from the Genesys Cloud agent.
   5. Under BCC Recipients, type up to five email addresses that you want to blind copy to the email.
   6. Under Email Routing, select to route all email, excluding email the system considers as spam, to a queue or a flow.
      Note: For outbound email only, you can also select not to route to a queue or flow.
   7. If you choose to route to a queue, do the following:
      
      1. Click the Queue list and choose the appropriate queue.
      2. To ensure that associated emails route to an agent with matching skills, in the Skills box add any ACD skills.
      3. To ensure that associated emails route to an agent with a matching language, click the Language list and choose a language.
      4. In the Priority box, optionally enter the email’s priority. 
   8. If you choose to route to a flow, under Always route to this flow select a flow from the list.
   9. To apply an email signature automatically to the outbound email, select Use Email Signature.
      
      Note: Agents cannot see the automatic email signature appended to their outbound emails. Inform the agents beforehand to avoid duplication of the email signature.
      1. To choose a signature that you created in Canned Response, select Signature. For more information, see Add an email signature response.
      2. To keep the agent signature before the email history and to allow agents to edit the email signature, select Insert signature in the editor before message history. 
      3. Select the emails for which you want to apply the automatic email signatures. Select one of the following options:
         • All Outbound Emails
         • Only the Initial Email
5. Click Save. 
   If the route is successfully created, you are redirected to a list of existing routes. If not, you will see an error message. To troubleshoot the error, go to the Network tab of your browser and view the details.