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Can we use a custom domain Ex. in email "FROM" filed showing abc@xyzcompany.com as email ID and reply/send emails to the end users(aadf@gmail.com) without adding TX and MXT records in DNS.

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  • 1.  Can we use a custom domain Ex. in email "FROM" filed showing abc@xyzcompany.com as email ID and reply/send emails to the end users(aadf@gmail.com) without adding TX and MXT records in DNS.

    Posted 11-08-2022 01:54
    No replies, thread closed.
    Hello Team,
    Greetings
     
     Scenario: Customer has a basic email redirection setup, where end user sending email from his gmail ID to abc@xyzcompany.com, An Email server/exchange in xyzcompany redirecting those emails to Genesys sub domain (xyz.pure.cloud) which is configured in the Email setup at Genesys Cloud. now agent have an email.
     
    while replying to those emails can, 
     
    1>We configure in such a way, so that An agent put an end users(gmail) id into the  "To"  fields and send email directly to the end user.(without adding TX/MXT in the DNS)
    2>Can an agent have to send email back to the custom domain  with "FROM" filed looking like "abc@xyzcompany.com" and "TO" will be end users Gmail ID (Without adding TX and MXT records to the DNS while configuring mail @GenesysCloud)
    3> While replying the agent has to send the email back to the sub domain ID (xyz.pure.cloud) and then mailbox redirect it back to the end users Gmail ID.(MX/TXT records are must or optional in this setup)

    As per my knowledge TX and MXT records must be added into the DNS if we want to use any custom domain as a part of From or To email address. please correct if I am wrong.
     
    Thanks in advance..!!!

    #ArchitectureandDesign
    #DigitalChannels
    #Implementation
    #Integrations

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    Devanand Gawande
    Capgemini Brasil
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  • 2.  RE: Can we use a custom domain Ex. in email "FROM" filed showing abc@xyzcompany.com as email ID and reply/send emails to the end users(aadf@gmail.com) without adding TX and MXT records in DNS.
    Best Answer

    Posted 11-08-2022 10:57
    No replies, thread closed.
    One thing to remember, that Email is not 1:1.  Agents send email on behalf of a queue, not directly from the user themselves.  When the agent replies, it uses the email address on the Queue as the from address or the from address associated with Genesys Email address that is setup in the Email container.  Whatever you want to use does have to be related to the MX changes you eluded to and is described here:  Use the organization's email domain name - Genesys Cloud Resource Center (mypurecloud.com).  Just step through that setup to allow you agents to send an email with the From of abc@xyzcompany.com.  The To will be the user's email address, not your company email.  The loop of communication is:


    Customer Email (CUSTFROM) --->  abc@xyzcompany.com ---> abc@xyzcompany.pure.cloud ---> Agent replies ---> Customer Email (TO with queue email as FROM)

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Can we use a custom domain Ex. in email "FROM" filed showing abc@xyzcompany.com as email ID and reply/send emails to the end users(aadf@gmail.com) without adding TX and MXT records in DNS.

    Posted 11-09-2022 02:58
    No replies, thread closed.
    You should also ensure that emails get delivered and not sent to the junk folder or flagged as phishing. For example, you'd need to also set DMARC, DKIM and SPF records if you want to send emails from a different email server (like from native Genesys or from SendGrid).

    You can avoid doing DNS changes (TXT or MX) by connecting directly to the company's email server for sending/receiving (like Robert explained). We use the Eccentex ServiceJourney app for Genesys Cloud for that because it also comes with more features. It supports connecting to the company's server via POP3, SMTP and Graph API (Office 365/Exchange).

    Once ServiceJourney captures the email, it dynamically creates an Email Interaction in Genesys Cloud. Agents compose their emails within the Genesys Agent workspace, but the emails are sent out from the company's email servers. The benefit of it is that it has a lot of flexibility to do the scenarios you wrote.

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    Maksim Gill
    Eccentex, Inc.
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