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  • 1.  "From" Address on workflow Send Notification Block

    Posted 01-21-2026 12:23
    Edited by Sheree Barrett 01-21-2026 12:25

    Hello Everyone,

    I am having trouble with my Dispute notification Workflow in Architect. I have added a Distribution List as the user ro receive the notification, however it will not send the notification to outlook because of the no-reply@mypurecloud.com address in the from field. I tried changing the "from" field to the expression of "MakeEmailAddress("no-reply@uhcglobal.com") so the email would be received in outlook but the flow fails and provides an error stating:

    Data Type: String
    Value:
    "A non verified email domain has been provided as the 'emailFrom' property in the 'Send Notification Action'. A verified Genesys Cloud domain can be created under Admin/Contact Center/Email"
    Can we update the "from" address to reflect a different address? We already have a Email domain verified for uhcglobal.com. I added the mailbox of "no-reply@uhcglobal.com", however the execution history fails if the from address is not the default. Any suggestions on how to get around the standard from address?????


    #ArchitectandDesign

    ------------------------------
    Sheree Barrett
    NA
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  • 2.  RE: "From" Address on workflow Send Notification Block

    Posted 01-29-2026 18:37

    Hello,

    Has there been any response to this? We too have tried over and again to follow the instructions from Genesys and cannot get the From parameter overridden and allow/validate an email that is clearly in a verified custom domain in Genesys's Email section suing the notes like here:

    • override the default email address, use an expression similar to the following, replacing the email address with the appropriate address for this action:
         MakeEmailAddress("company@initech.com")
    • The email domain must be a verified domain in Genesys Cloud. If the domain is not verified in Genesys Cloud, the Send Notification action takes the failure path.

    Has anyone ever gotten this to work, especially as the original question asked about a workflow usage? We have validated domains and use email addresses as masks in outbound queues as well as inbound email routing. It's hard to find why one of these cannot be used in a Send Notification element in a workflow 'flow'.

    I am only asking as I am not surprised this is an issue others have faced.

    Thanks,



    ------------------------------
    Greg Magsamen
    Network Engineer / Systems Manager
    ------------------------------

    Original Message


  • 3.  RE: "From" Address on workflow Send Notification Block

    Posted 02-10-2026 14:19

    Hello,

    I am not sure if this of help to anyone, but we finally 'understood' our issue with trying to overlay the From email address in a workflow Send Notification node. We have a custom SMTP server set up for our custom domain for many email addresses. With this set for routing outbound email (under that domain) the Amazon SES service that is the background email service for Genesys by default is bypassed and the From cannot be set. This is documented here, but we did not understand our own outbound SMTP server prevent overwriting it: Use the organization's email domain name View summary - Genesys Cloud Resource Center

    Only as a POC, we then made email addresses using Genesys's default domain that come by default and used email addresses under it to overwrite the Send Notification From field and this worked fine, albeit with a domain that was not intended.  The node and function (MakeEmailAddress) no longer takes the failure path in our workflow flow.

    For implementation purposes we need to create a custom email domain that does not use a custom outbound SMTP server and lets Amazon SES take it outbound.

    Again, just noting that the catch we could not seem to overcome was setting a custom SMTP server to handle outbound mail (which was wanted) on our custom email domain negated the ability to overwrite the From field as the original Amazon SES was no longer in the path. Using the default setup appears to allow it.

    Thanks,



    ------------------------------
    Greg Magsamen
    Network Engineer / Systems Manager
    ------------------------------

    Original Message


  • 4.  RE: "From" Address on workflow Send Notification Block

    Posted 02-11-2026 02:35

    Hi Greg,
    thanks for sharing the results of your little experiment with us.



    ------------------------------
    Christoph Domaschke
    Produktmanager Kunden-Dialog-Center
    ------------------------------

    Original Message


  • 5.  RE: "From" Address on workflow Send Notification Block

    Posted 01-30-2026 00:42
    Edited by Phaneendra Avatapalli 01-30-2026 00:46

    Hi Sheree & Greg,

    I'm currently handling this by creating a dedicated Genesys Cloud user purely for workflow notifications. The alert is sent to that user using the default no-reply@mypurecloud.com address, and that mailbox then forwards the email to Slack.

    It's not ideal, but it avoids the execution failure when attempting to override the From address in Architect. Not sure if there's a better or more supported approach - keen to hear how others are handling this.

    Regards

    Phaneendra



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
    ------------------------------

    Original Message


  • 6.  RE: "From" Address on workflow Send Notification Block
    Best Answer

    Posted 01-30-2026 02:49

    Hi Sheree,

    I would suggest to open up a case with customer support. Genesys seems not to work as designed.

    Best regards
    Christoph



    ------------------------------
    Christoph Domaschke
    Produktmanager Kunden-Dialog-Center
    ------------------------------

    Original Message


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