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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.
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
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.
Hi,When you say "We recently provided a fix that helped ensure that spam emails are visible in some of our supervisor dashboards and views." What dashboard are you talking about ? Is there a simple way to see every interactions that got marked as spam ?Were you able to provide the third fix you mentionned ? Are there still flagged interactions that are not visible at all ?When can we expect the longer term updates ? Our organization has a lot of major issues with legitimate inteactions getting flagged as spam, it's becoming unmanageable.Best,
Thank you @Pablo Ibanez Bertrand for the reporting instructions.
On Genesys side, we have effort underway to allow customers to control how spam emails are handled. We are estimating completing it in this quarter. We are tracking the effort under this idea - you can subscribe or comment and receive updates there. https://purecloud.ideas.aha.io/ideas/CLINB-I-497
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