Genesys Cloud - Main

Genesys Cloud CX processes inbound email through AWS Simple Email Service (SES), which scans messages for malware. If SES detects a virus in an email, or if the virus scan did not complete or is inconclusive, Genesys Cloud immediately disconnects the email and does not send it to a queue.  How can one view those emails deemed to have malware or are inconclusive, if some of those emails are resulting in a false-negative how can one access those emails to flag them as safe and release them back to Genesys?  Is there a login to AWS SES for this purpose?

#DigitalChannels
#Routing(ACD/IVR)
#Security
#Unsure/Other

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Martin Bunting
i3Vision Technologies Inc.SC
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Email marked and disconnected as containing a virus is disconnected with the reason "Spam", same as email detected as Spam. There is no differentiation, except that Spam emails can still be routed to a queue in the settings, and the ones containing a virus will be those marked as Spam but which did not route to the queue.

No, you have no access to tune or examine SES. You'd have to go through Support to initiate a SERVOPS ticket to see if they can do anything.

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George Ganahl GCP (Genesys Cloud), CCXP
Principal PS Consultant
Genesys
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