Genesys Cloud - Main

Hello everyone,

I've noticed a problem with incoming emails not being received in certain mailboxes over the past week.

The Azure Graph API integration appears to be working, as emails are being received in some mailboxes. And when I run a test in the email settings, the result is OK.

Are there any logs relating to the integration's operation? 

For example, every X seconds, the mailboxes are checked for new emails. For mailboxes that are no longer working, there may be an error message that appears, which could help guide troubleshooting on the mail server.

Thanks.

Regards,

Hello Mamadou, 

Yes, there are logs available that can help troubleshoot Azure Graph API email integration issues.

A good place to start is the Operational Console (Admin > Troubleshooting > Operational Console), where you can review operational events from the last 10 days. Filtering for email or integration-related events can help identify issues with specific mailboxes.

Some events to look for include:

• EMAIL-0008 – Mailbox unavailable
• EMAIL-0010 – Email permission error
• INTEGRATION-0001 – Integration in error state
• INTEGRATION-0004 – Email integration authentication error
• INTEGRATION-0005 – Email integration configuration issue

If the integration test succeeds but certain mailboxes still aren't receiving email, the issue is often specific to those mailboxes. Common causes include missing licenses, Exchange Online application access policies, or permissions preventing the integration from accessing the mailbox.

The Operational Console should provide more detailed error information to help narrow down the root cause.

Hope this helps!