Genesys Cloud - Main

You need to setup the DNS and MX TXT files to be able to send on behalf your corporate domain.  Here is the start of how to do that.  Use the organization's email domain name - Genesys Cloud Resource Center (mypurecloud.com)

Hi Robert,

Thanks for the reply.

For replies, yes I have that working.

It's our inbound emails I'm trying to find a solution to, without bringing everything to Genesys Cloud.

Paul

You need to setup the DNS and MX TXT files to be able to send on behalf your corporate domain.  Here is the start of how to do that.  Use the organization's email domain name - Genesys Cloud Resource Center (mypurecloud.com)

In your Email server, you forward the @company.com addresses to the alias you create in Genesys Cloud.  For instance, if you were in US-East, you would have:
support@company.com  forwards to support.company.mypurecloud.com
joe.bloggs@company.com forwards to joe.bloggs.company.mypurecloud.com

Now, Genesys Email is NOT designed for individual emails to agents, but queue-based email.  If you are wanting to forward personal emails, you could do that with preferred agent routing to a queue with a data table to look up the Genesys user based on the alias email.  

Hi Robert,

Thanks for the reply.

For replies, yes I have that working.

It's our inbound emails I'm trying to find a solution to, without bringing everything to Genesys Cloud.

Paul

You need to setup the DNS and MX TXT files to be able to send on behalf your corporate domain.  Here is the start of how to do that.  Use the organization's email domain name - Genesys Cloud Resource Center (mypurecloud.com)

Thanks Robert,

I've had that forwarding working for testing (just the main support emails, no need for personal).

The main issue is when we send a reply we cannot use the actual inbound email address as it's not attached to Cloud.
Therefore the customer sees the MyPureCloud domain in the reply - I've seen this from other Cloud users, which doesn't look great:

What I'm thinking at the moment is a subdomain on our side for the replies, which still won't match but at least it's the company's brand.

In your Email server, you forward the @company.com addresses to the alias you create in Genesys Cloud.  For instance, if you were in US-East, you would have:
support@company.com  forwards to support.company.mypurecloud.com
joe.bloggs@company.com forwards to joe.bloggs.company.mypurecloud.com

Now, Genesys Email is NOT designed for individual emails to agents, but queue-based email.  If you are wanting to forward personal emails, you could do that with preferred agent routing to a queue with a data table to look up the Genesys user based on the alias email.  

Hi Robert,

Thanks for the reply.

For replies, yes I have that working.

It's our inbound emails I'm trying to find a solution to, without bringing everything to Genesys Cloud.

Paul

You need to setup the DNS and MX TXT files to be able to send on behalf your corporate domain.  Here is the start of how to do that.  Use the organization's email domain name - Genesys Cloud Resource Center (mypurecloud.com)

You are missing the setup of the Email with your MX records and DNS.  That is explained here:  Use the organization's email domain name - Genesys Cloud Resource Center (mypurecloud.com).  It is important to setup the TXT and DNS entries to Amazon SES services can send on behalf of your domain.  Without that, you will not be able to use your @company.com reply to address.  

Thanks Robert,

I've had that forwarding working for testing (just the main support emails, no need for personal).

The main issue is when we send a reply we cannot use the actual inbound email address as it's not attached to Cloud.
Therefore the customer sees the MyPureCloud domain in the reply - I've seen this from other Cloud users, which doesn't look great:

What I'm thinking at the moment is a subdomain on our side for the replies, which still won't match but at least it's the company's brand.

In your Email server, you forward the @company.com addresses to the alias you create in Genesys Cloud.  For instance, if you were in US-East, you would have:
support@company.com  forwards to support.company.mypurecloud.com
joe.bloggs@company.com forwards to joe.bloggs.company.mypurecloud.com

Now, Genesys Email is NOT designed for individual emails to agents, but queue-based email.  If you are wanting to forward personal emails, you could do that with preferred agent routing to a queue with a data table to look up the Genesys user based on the alias email.  

Hi Robert,

Thanks for the reply.

For replies, yes I have that working.

It's our inbound emails I'm trying to find a solution to, without bringing everything to Genesys Cloud.

Paul

You need to setup the DNS and MX TXT files to be able to send on behalf your corporate domain.  Here is the start of how to do that.  Use the organization's email domain name - Genesys Cloud Resource Center (mypurecloud.com)