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Announcement: PureCloud and spam emails

  • 1.  Announcement: PureCloud and spam emails

    Posted 13 days ago

    It has recently come to my attention that there is a lack of clarity around how PureCloud handles spam emails. It is also clear that sometimes, emails are incorrectly labeled as spam and you want greater control over how spam emails are handled.

    I want to make sure that I let everyone here know how PureCloud handles spam and virus emails today, what are our near term and longer term plans and allow opportunity to ask questions or provide feedback or comments.

    Today

    From a technology standpoint, PureCloud leverages Amazon SES to receive and send emails. Amazon SES has various measures in place to detect spam emails and also to detect emails that may contain viruses.
    Spam handling: Today, PureCloud receives the spam verdict from Amazon and if the spam verdict indicates that the email is spam, PureCloud disconnects the email. The email is never delivered to an agent.
    Virus handling: PureCloud doesn't let emails that may contain viruses through to agents as well. This is based on the information we receive from Amazon. We don't plan to change that at the present time.

    Short term updates

    • We are taking steps to include this information in our documentation. 
    • We recently provided a fix that helped ensure that spam emails are visible in some of our supervisor dashboards and views.
    • There is still one fix remaining to ensure spam emails are included in all the supervisor dashboards and views or interaction timelines.

    Longer term updates

    We are working through a design that would allow you greater control around spam emails. We have thought about providing an option on the email configuration screen around how you want emails marked as spam handled. Do you want to allow them to be routed? Do you want to disconnect them automatically? Then within email flows, we considered providing the spam verdict so that you can make decision on which spam emails to let through and which spam emails you don't want to let through. We've also talked about improved reporting around spam emails - any thoughts around what may be helpful would be appreciated.

    Please let us know if you have any comments or feedback.

    Thanks,
    Lucie


    #DigitalChannels

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    Lucie DeCristofaro
    Genesys - Employees
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  • 2.  RE: Announcement: PureCloud and spam emails

    Top 25 Contributor
    Posted 11 days ago
    I think that you should allow them to be routed and then the admin/supervisor can determine if they are spam. We have a client that has not had mail delivered since November because AWS now thinks it is spam and it is not, the subject of the email has not changed since the beginning, but apparently AWS spam determination has. At this point, our customer has not been able to use the system the way they need to because of this. It is causing a lot off issues. If the spam marker was on the admin side, that would be more practical. - in my opinion.

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    Angelia Harper
    Avtex
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