Genesys Cloud - Main

I am looking to configure email for a customer who currently has a number of @co.uk email address which they are wanting to change to @.com email addresses. Is this possible and if so how would it be done ?.

Are you talking about Email routing to queue/flow or email addresses of agents?  Yes, you can have both .com and .co.uk addresses in Email routing as long as you setup your DKIM and other mbox settings correctly.  As for changing between the two for agents, I found it best to setup a secondary SSO with the new address and then use the API to change out the user Emails.  

Carl,

Many thanks for the response. For clarity i am talking about the email addresses the customer uses to contact the company. We want to change the @co.uk email address currently being used by the company to a .com email address that the customer would use instead.

Hello Richard,

Welcome to the Community! I spoke with one of our subject matter experts and there may be a way to change the configuration to accomplish this. Please open a case with our Architect and Routing team in Customer Care and let us know what they say!

Typically, the Email is forwarded your Email service to a fake Email in Genesys Cloud which is routed to agents to respond to.  This outgoing email address is setup in Genesys and usually requires some DNS settings to allow it to be sent by Genesys with the proper domain, which you have to own.  For more about setting this up, check out this resource:  Use the organization's email domain name - Genesys Cloud Resource Center (mypurecloud.com)