Genesys Cloud processes inbound email through AWS Simple Email Service (SES), which scans messages for malware (viruses and spam). If SES detects a virus in an email, or if the virus scan is incomplete or inconclusive, Genesys Cloud immediately disconnects the email and does not send it to a queue. However, no antivirus solution is 100% effective so Genesys recommends that you install antimalware software on every Genesys Cloud endpoint. For more information, see Malware and antispam protection best practices

This FAQ is closely related to How does Genesys Cloud handle email marked as spam? When SES (or another tool) identifies email as spam, that email has a higher likelihood of including malware links in attachments or phishing schemes with links in the content.