Genesys Cloud CX

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  • 1.  Email Redirecting Is Not Working

    Posted 05-27-2022 12:03
    Hi All,

    I am experiencing an issue in redirecting the email from the domain to help@<domain>
    I have followed the below steps and verified: 
    1. Successfully added MX, TXT, and SMTP. In the email-> domain setting I can see that TXT is verified (in the green background) and MX is valid.
    2. First I created and added Genesys Cloud domain email (I sent a test email to this ID and it is working) to
        redirect the email coming to 
    3. Second I created and added one of the domain emails i.e and set always route to queue, then from the office 365 account setting,
        I forwarded all the incoming emails to

    Issue: When I send an email to (inbox received the email), but the sender ( is receiving the undeliverable email

    Delivery has failed to these recipients or groups:

    help ( Your message wasn't delivered because the recipient's email provider rejected it.

    Please let me know if I have missed something in redirecting settings in the genesys cloud.

    Thanks in advance.


    Warm Regards,

  • 2.  RE: Email Redirecting Is Not Working

    Top 25 Contributor
    Posted 06-03-2022 23:45

    This was a while ago, but did you get this working?  Did you set the Email to go to a flow or to a queue directly?  You say when you send directly to the email, it goes through just fine?  What if you log into the account and send an email to the email?

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect

  • 3.  RE: Email Redirecting Is Not Working

    Posted 06-10-2022 09:06
    Hi Robert,

    Yes, the issue was resolved. Office 365 denied forwarding the emails when I set "forward" from the outlook web application.
    Therefore I informed my IT admin to do the same from the office admin page, and that got worked. Now all the incoming emails to are forwarded 
    to Genesys email ( 

    Thanks for your input Robert.

    Warm Regards,

  • 4.  RE: Email Redirecting Is Not Working

    Posted 06-13-2022 06:04
    I want to add that it's may be important that SPF and DKIM records are set correctly to ensure forwarded emails aren't flagged as junk later on. It may not be an issue per-se with forwarding to Genesys, but it's just good practice in general.

    Maksim Gill
    Eccentex, Inc.

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