Genesys Cloud - Main

Spam thing that Lawrence Drayton mention sounds like a potential issue.

On the backend, Genesys uses Amazon SES to receive and send emails. And therefor leverages their techniques for detecting spam. https://help.mypurecloud.com/faqs/how-does-genesys-cloud-handle-email-marked-as-spam/#:~:text=Email%20can%20be%20true%20spam,emails%20that%20may%20contain%20viruses.

Hey Max / Lawrence,

Thank you for your replies! I did wonder if it was SPAM related and so created a really simple inbound email flow to 'Transfer to ACD' in the event of SPAM and applied within the email configuration. Unfortunately, this made no difference. 

Cheers. 

Matt 

Spam thing that Lawrence Drayton mention sounds like a potential issue.

On the backend, Genesys uses Amazon SES to receive and send emails. And therefor leverages their techniques for detecting spam. https://help.mypurecloud.com/faqs/how-does-genesys-cloud-handle-email-marked-as-spam/#:~:text=Email%20can%20be%20true%20spam,emails%20that%20may%20contain%20viruses.

Is it possible for you to get the full copy of both emails and see if the header's MESSAGE-ID is the same?

Hey Max / Lawrence,

Thank you for your replies! I did wonder if it was SPAM related and so created a really simple inbound email flow to 'Transfer to ACD' in the event of SPAM and applied within the email configuration. Unfortunately, this made no difference. 

Cheers. 

Matt 

Spam thing that Lawrence Drayton mention sounds like a potential issue.

On the backend, Genesys uses Amazon SES to receive and send emails. And therefor leverages their techniques for detecting spam. https://help.mypurecloud.com/faqs/how-does-genesys-cloud-handle-email-marked-as-spam/#:~:text=Email%20can%20be%20true%20spam,emails%20that%20may%20contain%20viruses.

Morning Max, 

I hope that you are well today. 

I've just checked the message IDs within Track and Trace and they are indeed different. 

Mailbox 1

Message ID

Is it possible for you to get the full copy of both emails and see if the header's MESSAGE-ID is the same?

Hey Max / Lawrence,

Thank you for your replies! I did wonder if it was SPAM related and so created a really simple inbound email flow to 'Transfer to ACD' in the event of SPAM and applied within the email configuration. Unfortunately, this made no difference. 

Cheers. 

Matt 

Spam thing that Lawrence Drayton mention sounds like a potential issue.

On the backend, Genesys uses Amazon SES to receive and send emails. And therefor leverages their techniques for detecting spam. https://help.mypurecloud.com/faqs/how-does-genesys-cloud-handle-email-marked-as-spam/#:~:text=Email%20can%20be%20true%20spam,emails%20that%20may%20contain%20viruses.

Weird. Almost feels like it's being blocked/spammed on the Amazon SES side rather than Genesys side.

What happens if "Mailbox 2" forwards to "Mailbox 1" first? Would then both emails end up in Queue 1 or does it also just show one email?

Morning Max, 

I hope that you are well today. 

I've just checked the message IDs within Track and Trace and they are indeed different. 

Mailbox 1

Message ID

Is it possible for you to get the full copy of both emails and see if the header's MESSAGE-ID is the same?

Hey Max / Lawrence,

Thank you for your replies! I did wonder if it was SPAM related and so created a really simple inbound email flow to 'Transfer to ACD' in the event of SPAM and applied within the email configuration. Unfortunately, this made no difference. 

Cheers. 

Matt 

Spam thing that Lawrence Drayton mention sounds like a potential issue.

On the backend, Genesys uses Amazon SES to receive and send emails. And therefor leverages their techniques for detecting spam. https://help.mypurecloud.com/faqs/how-does-genesys-cloud-handle-email-marked-as-spam/#:~:text=Email%20can%20be%20true%20spam,emails%20that%20may%20contain%20viruses.