Genesys Cloud - Main

Hi,

Anyone aware of a API or solution that allows an email interaction and attachment to be deleted. We have instances where mails are forwarded (via Microsoft Exchange) to our Genesys org that should have been blocked by our email security application (Proofpoint).

Thanks,

#PlatformAdministration

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Neil Jones
Voice Comms Lead
Awaze Uk
United Kingdom
neil.jones@awaze.com
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Hi Neil,

Regarding deleting unwanted emails that slip past Proofpoint:

Just thinking aloud, I don't belive that there is an API to completely remove out the mail conversation itself, so wouldn't the ideal solution be to enhance the filtering before the emails reach Genesys Cloud? Instead of routing them to Genesys and then trying to delete them, could rules on the Exchange server or within Proofpoint be adjusted to identify and block these specific emails? This would prevent them from entering Genesys Cloud entirely. I realize this might depend on your specific setup, but wanted to suggest focusing on upstream prevention first.

Separately, I have a question about email routing methods as you mentioned Microsoft Exchange;

We're evaluating how best to route emails from Exchange to Genesys Cloud. Are you currently using the Customer (Sub)domain and Redirect method?

We understand direct DNS forwarding (MX record pointing to Genesys Cloud's AWS SES) is simpler, but it seems it bypasses storing the original email on our own mail server. The Subdomain/Redirect method appears more complex but might allow us to retain a copy locally before forwarding.

We're trying to decide if the added complexity of the Subdomain/Redirect method is justified just to keep copies on our original mail server. Curious about your experience or insights on this trade-off.

Thanks!

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Orhun Sahin
Software Development Engineer

Original Message:
Sent: 04-02-2025 02:35
From: Neil Jones
Subject: Emaill Interaction Deletion

Hi,

Anyone aware of a API or solution that allows an email interaction and attachment to be deleted. We have instances where mails are forwarded (via Microsoft Exchange) to our Genesys org that should have been blocked by our email security application (Proofpoint).

Thanks,

#PlatformAdministration

------------------------------
Neil Jones
Voice Comms Lead
Awaze Uk
United Kingdom
neil.jones@awaze.com
------------------------------

Hi,

Anyone aware of a API or solution that allows an email interaction and attachment to be deleted. We have instances where mails are forwarded (via Microsoft Exchange) to our Genesys org that should have been blocked by our email security application (Proofpoint).

Thanks,

Hi, 
Take a look to this tutorial -->  Bulk operations on recordings
It also works for email interactions, just play with the query, mediatype, queue... etc.

BR.

Hi,

Anyone aware of a API or solution that allows an email interaction and attachment to be deleted. We have instances where mails are forwarded (via Microsoft Exchange) to our Genesys org that should have been blocked by our email security application (Proofpoint).

Thanks,