Genesys Cloud - Main

Hi guys,

I'm looking for some clarification regarding Campaign/Agentless Email domains and whether root domains are currently supported for Genesys native outbound email.

The Genesys documentation for Campaign/Agentless Email states:

and further explains that root domains should not be used because of the SparkPost CNAME requirements.

Historically, this has always been my understanding as well.

However, in our Genesys Cloud organisation I have recently been able to successfully create the following as Campaign/Agentless domains:

• mydomain.net (root domain) 

• mydomain.co.uk (root domain) 

• forwarder.mydomain.net (subdomain)

The root domains were accepted by the UI without error and Genesys generated the expected DNS verification records (TXT/CNAME) for native outbound email.

A few questions:

1. Are root domains now officially supported for Campaign/Agentless Email using the Genesys native email service (SparkPost)?

2. If not, why does the platform allow creation of a root domain Campaign/Agentless configuration?

3. Has the documentation become outdated following changes to the email platform?

4. Are there any known limitations or risks associated with using a root domain versus a dedicated subdomain for Agentless Email?

For context, I'm referring specifically to Campaign/Agentless domains configured for Genesys native outbound email (rather than Campaign/Agentless domains configured to use a custom SMTP integration).

Thanks in advance.

Hi Matthew

I found this on the Aha Ideas portal - https://genesyscloud.ideas.aha.io/ideas/DIG-I-1265.

It refers to a feature that was enabled on 23 January 2026 - https://help.genesys.cloud/release-notes/genesys-cloud/november-10-2025/

Regards

Hi guys,

I'm looking for some clarification regarding Campaign/Agentless Email domains and whether root domains are currently supported for Genesys native outbound email.

The Genesys documentation for Campaign/Agentless Email states:

and further explains that root domains should not be used because of the SparkPost CNAME requirements.

Historically, this has always been my understanding as well.

However, in our Genesys Cloud organisation I have recently been able to successfully create the following as Campaign/Agentless domains:

• mydomain.net (root domain) 

• mydomain.co.uk (root domain) 

• forwarder.mydomain.net (subdomain)

The root domains were accepted by the UI without error and Genesys generated the expected DNS verification records (TXT/CNAME) for native outbound email.

A few questions:

1. Are root domains now officially supported for Campaign/Agentless Email using the Genesys native email service (SparkPost)?

2. If not, why does the platform allow creation of a root domain Campaign/Agentless configuration?

3. Has the documentation become outdated following changes to the email platform?

4. Are there any known limitations or risks associated with using a root domain versus a dedicated subdomain for Agentless Email?

For context, I'm referring specifically to Campaign/Agentless domains configured for Genesys native outbound email (rather than Campaign/Agentless domains configured to use a custom SMTP integration).

Thanks in advance.

Hi Stephan, 

Thank you for your response!

Although  https://genesyscloud.ideas.aha.io/ideas/DIG-I-1265. = 

I cannot see any release notes within https://help.genesys.cloud/release-notes/genesys-cloud/november-10-2025/ that relate to use of sub or root domains within campaign/agentless configurations. 

Regards. 

Hi Matthew

I found this on the Aha Ideas portal - https://genesyscloud.ideas.aha.io/ideas/DIG-I-1265.

It refers to a feature that was enabled on 23 January 2026 - https://help.genesys.cloud/release-notes/genesys-cloud/november-10-2025/

Regards

Hi guys,

I'm looking for some clarification regarding Campaign/Agentless Email domains and whether root domains are currently supported for Genesys native outbound email.

The Genesys documentation for Campaign/Agentless Email states:

and further explains that root domains should not be used because of the SparkPost CNAME requirements.

Historically, this has always been my understanding as well.

However, in our Genesys Cloud organisation I have recently been able to successfully create the following as Campaign/Agentless domains:

• mydomain.net (root domain) 

• mydomain.co.uk (root domain) 

• forwarder.mydomain.net (subdomain)

The root domains were accepted by the UI without error and Genesys generated the expected DNS verification records (TXT/CNAME) for native outbound email.

A few questions:

1. Are root domains now officially supported for Campaign/Agentless Email using the Genesys native email service (SparkPost)?

2. If not, why does the platform allow creation of a root domain Campaign/Agentless configuration?

3. Has the documentation become outdated following changes to the email platform?

4. Are there any known limitations or risks associated with using a root domain versus a dedicated subdomain for Agentless Email?

For context, I'm referring specifically to Campaign/Agentless domains configured for Genesys native outbound email (rather than Campaign/Agentless domains configured to use a custom SMTP integration).

Thanks in advance.

Hi Matthew

Apologies, think I had a typo in the link - https://genesyscloud.ideas.aha.io/ideas/DIG-I-1265

Regards

Hi Stephan, 

Thank you for your response!

Although  https://genesyscloud.ideas.aha.io/ideas/DIG-I-1265. = 

I cannot see any release notes within https://help.genesys.cloud/release-notes/genesys-cloud/november-10-2025/ that relate to use of sub or root domains within campaign/agentless configurations. 

Regards. 

Hi Matthew

I found this on the Aha Ideas portal - https://genesyscloud.ideas.aha.io/ideas/DIG-I-1265.

It refers to a feature that was enabled on 23 January 2026 - https://help.genesys.cloud/release-notes/genesys-cloud/november-10-2025/

Regards

Hi guys,

I'm looking for some clarification regarding Campaign/Agentless Email domains and whether root domains are currently supported for Genesys native outbound email.

The Genesys documentation for Campaign/Agentless Email states:

and further explains that root domains should not be used because of the SparkPost CNAME requirements.

Historically, this has always been my understanding as well.

However, in our Genesys Cloud organisation I have recently been able to successfully create the following as Campaign/Agentless domains:

• mydomain.net (root domain) 

• mydomain.co.uk (root domain) 

• forwarder.mydomain.net (subdomain)

The root domains were accepted by the UI without error and Genesys generated the expected DNS verification records (TXT/CNAME) for native outbound email.

A few questions:

1. Are root domains now officially supported for Campaign/Agentless Email using the Genesys native email service (SparkPost)?

2. If not, why does the platform allow creation of a root domain Campaign/Agentless configuration?

3. Has the documentation become outdated following changes to the email platform?

4. Are there any known limitations or risks associated with using a root domain versus a dedicated subdomain for Agentless Email?

For context, I'm referring specifically to Campaign/Agentless domains configured for Genesys native outbound email (rather than Campaign/Agentless domains configured to use a custom SMTP integration).

Thanks in advance.

Aghhhhh, thanks for sharing this - that's really helpful.

If I'm understanding correctly, this enhancement appears to have removed the requirement to use a subdomain when configuring Campaign/Agentless Email with a custom SMTP integration.

However, my question is specifically around Campaign/Agentless domains using the Genesys native email service rather than a custom SMTP server.

Historically, the documentation stated that Campaign/Agentless domains should always be subdomains because of the SparkPost configuration and associated CNAME requirements.

In my environment, I've now been able to create and provision a root domain (mydomain.net) as a Campaign/Agentless domain using the Genesys native email service and Genesys generated the expected TXT/CNAME verification records without issue.

I'd like to understand whether root domains are now officially supported for Campaign/Agentless domains using the Genesys native email service as well, or does the November 2025 enhancement only apply to SMTP-backed Campaign/Agentless configurations?

In short:

• Campaign/Agentless + SMTP = Root domains now supported? (appears to be yes)
• Campaign/Agentless + Genesys native email (SparkPost) = Are root domains now supported here too (I can create them within the org)?

Hope that makes sense! 

Thanks.

Hi Matthew

Apologies, think I had a typo in the link - https://genesyscloud.ideas.aha.io/ideas/DIG-I-1265

Regards

Hi Stephan, 

Thank you for your response!

Although  https://genesyscloud.ideas.aha.io/ideas/DIG-I-1265. = 

I cannot see any release notes within https://help.genesys.cloud/release-notes/genesys-cloud/november-10-2025/ that relate to use of sub or root domains within campaign/agentless configurations. 

Regards. 

Hi Matthew

I found this on the Aha Ideas portal - https://genesyscloud.ideas.aha.io/ideas/DIG-I-1265.

It refers to a feature that was enabled on 23 January 2026 - https://help.genesys.cloud/release-notes/genesys-cloud/november-10-2025/

Regards

Hi guys,

I'm looking for some clarification regarding Campaign/Agentless Email domains and whether root domains are currently supported for Genesys native outbound email.

The Genesys documentation for Campaign/Agentless Email states:

and further explains that root domains should not be used because of the SparkPost CNAME requirements.

Historically, this has always been my understanding as well.

However, in our Genesys Cloud organisation I have recently been able to successfully create the following as Campaign/Agentless domains:

• mydomain.net (root domain) 

• mydomain.co.uk (root domain) 

• forwarder.mydomain.net (subdomain)

The root domains were accepted by the UI without error and Genesys generated the expected DNS verification records (TXT/CNAME) for native outbound email.

A few questions:

1. Are root domains now officially supported for Campaign/Agentless Email using the Genesys native email service (SparkPost)?

2. If not, why does the platform allow creation of a root domain Campaign/Agentless configuration?

3. Has the documentation become outdated following changes to the email platform?

4. Are there any known limitations or risks associated with using a root domain versus a dedicated subdomain for Agentless Email?

For context, I'm referring specifically to Campaign/Agentless domains configured for Genesys native outbound email (rather than Campaign/Agentless domains configured to use a custom SMTP integration).

Thanks in advance.

Hi Matthew

This is noted and thank you for the clarification.

I had a look and was unable to find something specific to Genesys native email (SparkPost) and if its actually allowed.

Hopefully someone else in the community has some additional info regarding this.

Regards

Aghhhhh, thanks for sharing this - that's really helpful.

If I'm understanding correctly, this enhancement appears to have removed the requirement to use a subdomain when configuring Campaign/Agentless Email with a custom SMTP integration.

However, my question is specifically around Campaign/Agentless domains using the Genesys native email service rather than a custom SMTP server.

Historically, the documentation stated that Campaign/Agentless domains should always be subdomains because of the SparkPost configuration and associated CNAME requirements.

In my environment, I've now been able to create and provision a root domain (mydomain.net) as a Campaign/Agentless domain using the Genesys native email service and Genesys generated the expected TXT/CNAME verification records without issue.

I'd like to understand whether root domains are now officially supported for Campaign/Agentless domains using the Genesys native email service as well, or does the November 2025 enhancement only apply to SMTP-backed Campaign/Agentless configurations?

In short:

• Campaign/Agentless + SMTP = Root domains now supported? (appears to be yes)
• Campaign/Agentless + Genesys native email (SparkPost) = Are root domains now supported here too (I can create them within the org)?

Hope that makes sense! 

Thanks.

Hi Matthew

Apologies, think I had a typo in the link - https://genesyscloud.ideas.aha.io/ideas/DIG-I-1265

Regards

Hi Stephan, 

Thank you for your response!

Although  https://genesyscloud.ideas.aha.io/ideas/DIG-I-1265. = 

I cannot see any release notes within https://help.genesys.cloud/release-notes/genesys-cloud/november-10-2025/ that relate to use of sub or root domains within campaign/agentless configurations. 

Regards. 

Hi Matthew

I found this on the Aha Ideas portal - https://genesyscloud.ideas.aha.io/ideas/DIG-I-1265.

It refers to a feature that was enabled on 23 January 2026 - https://help.genesys.cloud/release-notes/genesys-cloud/november-10-2025/

Regards

Hi guys,

I'm looking for some clarification regarding Campaign/Agentless Email domains and whether root domains are currently supported for Genesys native outbound email.

The Genesys documentation for Campaign/Agentless Email states:

and further explains that root domains should not be used because of the SparkPost CNAME requirements.

Historically, this has always been my understanding as well.

However, in our Genesys Cloud organisation I have recently been able to successfully create the following as Campaign/Agentless domains:

• mydomain.net (root domain) 

• mydomain.co.uk (root domain) 

• forwarder.mydomain.net (subdomain)

The root domains were accepted by the UI without error and Genesys generated the expected DNS verification records (TXT/CNAME) for native outbound email.

A few questions:

1. Are root domains now officially supported for Campaign/Agentless Email using the Genesys native email service (SparkPost)?

2. If not, why does the platform allow creation of a root domain Campaign/Agentless configuration?

3. Has the documentation become outdated following changes to the email platform?

4. Are there any known limitations or risks associated with using a root domain versus a dedicated subdomain for Agentless Email?

For context, I'm referring specifically to Campaign/Agentless domains configured for Genesys native outbound email (rather than Campaign/Agentless domains configured to use a custom SMTP integration).

Thanks in advance.

Hi Matthew

Apologies, think I had a typo in the link - https://genesyscloud.ideas.aha.io/ideas/DIG-I-1265

Regards

Hi Stephan, 

Thank you for your response!

Although  https://genesyscloud.ideas.aha.io/ideas/DIG-I-1265. = 

I cannot see any release notes within https://help.genesys.cloud/release-notes/genesys-cloud/november-10-2025/ that relate to use of sub or root domains within campaign/agentless configurations. 

Regards. 

Hi Matthew

I found this on the Aha Ideas portal - https://genesyscloud.ideas.aha.io/ideas/DIG-I-1265.

It refers to a feature that was enabled on 23 January 2026 - https://help.genesys.cloud/release-notes/genesys-cloud/november-10-2025/

Regards

Hi guys,

I'm looking for some clarification regarding Campaign/Agentless Email domains and whether root domains are currently supported for Genesys native outbound email.

The Genesys documentation for Campaign/Agentless Email states:

and further explains that root domains should not be used because of the SparkPost CNAME requirements.

Historically, this has always been my understanding as well.

However, in our Genesys Cloud organisation I have recently been able to successfully create the following as Campaign/Agentless domains:

• mydomain.net (root domain) 

• mydomain.co.uk (root domain) 

• forwarder.mydomain.net (subdomain)

The root domains were accepted by the UI without error and Genesys generated the expected DNS verification records (TXT/CNAME) for native outbound email.

A few questions:

1. Are root domains now officially supported for Campaign/Agentless Email using the Genesys native email service (SparkPost)?

2. If not, why does the platform allow creation of a root domain Campaign/Agentless configuration?

3. Has the documentation become outdated following changes to the email platform?

4. Are there any known limitations or risks associated with using a root domain versus a dedicated subdomain for Agentless Email?

For context, I'm referring specifically to Campaign/Agentless domains configured for Genesys native outbound email (rather than Campaign/Agentless domains configured to use a custom SMTP integration).

Thanks in advance.

Hi guys,

I'm looking for some clarification regarding Campaign/Agentless Email domains and whether root domains are currently supported for Genesys native outbound email.

The Genesys documentation for Campaign/Agentless Email states:

and further explains that root domains should not be used because of the SparkPost CNAME requirements.

Historically, this has always been my understanding as well.

However, in our Genesys Cloud organisation I have recently been able to successfully create the following as Campaign/Agentless domains:

• mydomain.net (root domain) 

• mydomain.co.uk (root domain) 

• forwarder.mydomain.net (subdomain)

The root domains were accepted by the UI without error and Genesys generated the expected DNS verification records (TXT/CNAME) for native outbound email.

A few questions:

1. Are root domains now officially supported for Campaign/Agentless Email using the Genesys native email service (SparkPost)?

2. If not, why does the platform allow creation of a root domain Campaign/Agentless configuration?

3. Has the documentation become outdated following changes to the email platform?

4. Are there any known limitations or risks associated with using a root domain versus a dedicated subdomain for Agentless Email?

For context, I'm referring specifically to Campaign/Agentless domains configured for Genesys native outbound email (rather than Campaign/Agentless domains configured to use a custom SMTP integration).

Thanks in advance.