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  • 1.  Alert rules - sending in-app but not to Gmail - what am I doing wrong?

    Posted 06-30-2026 15:56

    I set up an Alert Rule for when a Voicemail has waited 15+ minutes in a VM queue.

    We get the in-app notifications for these, but after working for a while, they Gmail alert emails have stopped delivering to any of the nine recipients' Gmail inboxes. 

    I shared an image of the Alert Rule setup. Am I doing something wrong here, or could it be a bug? Thanks

    Alert rule setup (colleague names hidden)
    Genesys inbox - 5 have arrived since June 17, the last to arrive in Gmail
    Gmail inbox - most had been arriving in Gmail, but none since June 17





    #Outbound

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    Ben Kelly
    Project Manager, Customer Service Operations
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  • 2.  RE: Alert rules - sending in-app but not to Gmail - what am I doing wrong?

    Posted 06-30-2026 17:20

    Hello Ben,

    I haven't heard of this happening for anyone else in the community or seen any cases related to something like this. I'm wondering if somehow those emails are either being filtered by a Gmail rule or accidentally getting caught in the spam folder? Are other email alerts being received from Genesys Cloud?



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Alert rules - sending in-app but not to Gmail - what am I doing wrong?
    Best Answer

    Posted 07-01-2026 15:26

    Thank you for the reply. We checked that, but emails weren't being blocked. I think it's more a matter of how I think or want the Alert rules to work versus understanding how they are actually set up to deliver based on the conditions chosen. Ironically, since I posted this yesterday, we received 4 of the Gmail alerts. 



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    Ben Kelly
    Project Manager, Customer Service Operations
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    Original Message


  • 4.  RE: Alert rules - sending in-app but not to Gmail - what am I doing wrong?

    Posted 06-30-2026 18:21

    Hi Ben, Are the alerts going to a Genesys cloud account and being forwarded from there?



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    Phaneendra
    Technical Solutions Consultant
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  • 5.  RE: Alert rules - sending in-app but not to Gmail - what am I doing wrong?

    Posted 07-01-2026 15:27

    Hi Phaneendra, they are not. I think it's more a matter of how I think or want the Alert rules to work versus understanding how they are actually set up to deliver based on the conditions chosen. Ironically, since I posted this yesterday, we received 4 of the Gmail alerts. 



    ------------------------------
    Ben Kelly
    Project Manager, Customer Service Operations
    ------------------------------

    Original Message


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