Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Campaign/Agentless Email Domains

    Posted 20 days ago

    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:

    "Make sure that campaign and agentless email domains are always subdomains."

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 Has the documentation become outdated following changes to the email platform?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


    #DigitalChannels

    ------------------------------
    Matthew Tipler
    ------------------------------


  • 2.  RE: Campaign/Agentless Email Domains

    Posted 20 days ago

    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



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------



  • 3.  RE: Campaign/Agentless Email Domains

    Posted 20 days ago

    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. 



    ------------------------------
    Matthew Tipler
    ------------------------------

    Original Message


  • 4.  RE: Campaign/Agentless Email Domains

    Posted 20 days ago

    Hi Matthew

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

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------

    Original Message


  • 5.  RE: Campaign/Agentless Email Domains

    Posted 20 days ago

    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.



    ------------------------------
    Matthew Tipler
    ------------------------------

    Original Message


  • 6.  RE: Campaign/Agentless Email Domains

    Posted 20 days ago

    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



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------

    Original Message


  • 7.  RE: Campaign/Agentless Email Domains

    Posted 20 days ago

    Appreciate the assistance though, Stephan! Have a great day.



    ------------------------------
    Matthew Tipler
    ------------------------------

    Original Message


  • 8.  RE: Campaign/Agentless Email Domains

    Posted 19 days ago

    Anyone from Genesys able to provide clarity on this please?

    Regards.  



    ------------------------------
    Matthew Tipler
    ------------------------------

    Original Message


  • 9.  RE: Campaign/Agentless Email Domains
    Best Answer

    Posted 13 days ago
    Edited by Matthew Tipler 13 days ago

    Hi All,

    Irrespective of whether you use our native solution for outbound email campaigns or use your own SMTP server instead, we strongly recommend using a dedicated subdomain to isolate campaign traffic and protect the deliverability of critical business or transactional emails. Here is a link to the best practices to follow if you are using your own SMTP server for outbound email campaigns, which is DIG-I-1265 referred to in one the responses above: https://help.genesys.cloud/articles/best-practices-to-use-your-smtp-server-to-run-email-campaigns-and-send-agentless-email-notifications/.

    Though you could create one outbound campaign domain in GC with the same name as your root domain, we do not recommend it for the reason stated above. Hope this helps.

    Thanks,



    ------------------------------
    Marudhu Pandian
    Genesys - Employees
    ------------------------------

    Original Message


  • 10.  RE: Campaign/Agentless Email Domains

    Posted 13 days ago

    Thank you, Marudhu. 



    ------------------------------
    Matthew Tipler
    ------------------------------

    Original Message


Related Content