Use the custom Microsoft Graph server integration to receive and send emails

To send and receive emails via a custom Microsoft Graph, after installing the integration, connect and test the integration, and then set up routes to the Microsoft Graph domain which links to a folder on the Microsoft Graph server. This configuration routes the emails that Genesys Cloud receives from the Microsoft Graph 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. Select the appropriate Microsoft Graph server integration from the list.
  5. (Optional) Click Test Microsoft Graph Configuration.
    Note: If you receive an error, update your configuration before saving this setting.
  6. Click Save.

Set up the routes

  1. Click the Routes tab. 
  2. Click Add Mailbox.
  3. Enter the following folder details:
    1. In the Mailbox 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. 
      Note: If you set a From name on your Microsoft environment, Genesys Cloud uses it and not the one you specify here. 
    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. To include or exclude email history by default in your outbound emails, under Email History, set one of the following options:
        • Always auto-include email history with each agent response
        • Never include email history with each agent’s response
        • Let agents decide for each response
    1. To allow agents to perform multiple actions such as forwarding and replying more than once on an email, click Enable Multiple Actions.
    2. Under Email Routing, select to route all emails, excluding emails 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.
    3. 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. 
    4. If you choose to route to a flow, under Always route to this flow select a flow from the list.
    5. 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.
    6. To choose a signature that you created in Canned Response, select Signature. For more information, see Add an email signature response.
    7. 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. 
    8. 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
    9. 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.