Genesys Cloud - Main

Hello,

It seems that we cannot use MS Graph API email integration for agentless email API.

Based on the below article, someone would understand that this is feasible, but it does not seem to be the case. When i create an agentless email domain i can either use my own SMTP server (MS Graph is not listed there) or use the native solution (sparkpostmail).

https://help.genesys.cloud/faqs/microsoft-graph-integration-faqs/
Can we create a Campaign/Agentless domain with the same name as the inbound domain being used by Microsoft Graph integration?
Yes. Although reuse of domain names is not supported in Genesys Cloud as of now, this particular use case is supported.

Can someone advise?

Thank you,

Orestis.

Hello Orestis, 

I have moved this to the Genesys Cloud main community because this is more of a question about the integration. The developer community is more for development questions such as custom data action configuration, code, etc. Give me sometime and I will start looking into this.

Cheers, 

Hello Orestis, 

Microsoft Graph isn't supported as a transport option for Campaign/Agentless email domains. According to the documentation: Genesys Cloud, Custom Domain, and Microsoft Graph server types can't be used for outbound campaigns or agentless notifications.

For Campaign/Agentless domains, your transport options are limited to:

• Your own SMTP server (custom SMTP), or
• Genesys' native solution (SparkPost)

One thing that can be a bit confusing is the FAQ around using the same domain name.

When it says you can create a Campaign/Agentless domain with the same name as one used with Microsoft Graph, it's only talking about reusing the domain name-not the transport method.

In practice, this means you can have an inbound email setup using Microsoft Graph (for example, support@company.com) while also creating a Campaign/Agentless domain that uses the same domain name (company.com).

That's totally fine-but the outbound (Campaign/Agentless) side still has to use SMTP or SparkPost, not Microsoft Graph.

Cheers,