Genesys Cloud (formerly PureCloud)

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SMTP integration

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  • 1.  SMTP integration

    Posted 10 days ago

    Hi.

    For ACD email configuration our organization has decided we will redirect our mailboxes to Genesys Cloud (SES) mailboxes, but for outbound email, they want us to use an SMTP Relay which is associated with our domain, so we need to create our domain in our org to be able to use it for outbound email (not for receiving). As we have several Genesys Cloud orgs globally, we need to set the same domain in all the orgs to be able to send emails from this domain through different countries/Genesys Cloud orgs.

    Some questions here:
    1.- Can this configuration be done in Genesys Cloud? Or will we need to create a subdomain for each Genesys Cloud org?
    2.- Does SMTP server replace the need to insert the TXT record on the DNS? Or both steps are mandatory?
    3.- In case it can't be done, we will need to create a subdomain for each Genesys Cloud org, we are ok with this as far as we will be able to send emails using addresses from the main domain. Is this the case?

    Thank you very much in advance.


    #ArchitectureandDesign
    #DigitalChannels
    #Implementation
    #Integrations
    #PlatformAdministration
    #SystemAdministration
    #Unsure/Other

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    Alfonso Colomina
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  • 2.  RE: SMTP integration
    Best Answer

    GENESYS
    Posted 3 days ago
    1.- Can this configuration be done in Genesys Cloud? Or will we need to create a subdomain for each Genesys Cloud org? - you currently cannot verify the same domain in multiple orgs within a single region. you can however verify different subdomains as you suggested.
    2.- Does SMTP server replace the need to insert the TXT record on the DNS? Or both steps are mandatory? - you still need to verify your TXT records to verify you own the domain.
    3.- In case it can't be done, we will need to create a subdomain for each Genesys Cloud org, we are ok with this as far as we will be able to send emails using addresses from the main domain. Is this the case? - if you're using smtp then you can choose how you send the emails out. you wouldn't be able to use our method, but I would think that you can choose how you send the emails in your own exchange server.

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    Lucie DeCristofaro
    Genesys - Employees
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  • 3.  RE: SMTP integration

    Posted 2 days ago
    Hi Lucie.

    Thank you very much for your answer!

    Just to clarify, so we should create a subdomain es.xyz.com just to register it with Genesys Cloud, but then we will be able to send emails from xyz.com domain using SMTP integration?

    Thanks again.

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    Alfonso Colomina
    Banco Bilbao Vizcaya Argentaria, S.A.
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  • 4.  RE: SMTP integration

    GENESYS
    Posted 2 days ago
    Edited by Lucie DeCristofaro 2 days ago
    You would register subdomain es.xyz.com in Genesys Cloud and you would use that subdomain to send emails to your own SMTP server. In your SMTP server, you can then choose how you want those emails to be sent to the actual recipient and you can use es.com domain to send them along at that point. Genesys Cloud would be out of the picture at that point.

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    Lucie DeCristofaro
    Genesys - Employees
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