Hello All,

we are carrying out beta test tasks with MS Graph integration. Integration with MS Graph was done correctly and returns success when checked.

Sending an email to a mailbox address that is configured in Genesys Cloud results in no email message being received by the Agent.

Sending a message from Genesys Cloud to any address ends with a sending error.

{

    "id": "draft",

    "to": [

        {

            "email": "michal.bielecki@whirly.pl"

        }

    ],

    "cc": [],

    "bcc": [],

    "from": {

        "email": "gc_admin@ergohestia.pl",

        "name": " gc_admin prod"

    },

    "replyTo": {

        "email": "gc_admin@ergohestia.pl",

        "name": " gc_admin prod"

    },

    "subject": "TEST",

    "attachments": [],

    "textBody": "TEST\n\n",

    "htmlBody": "<div style=\"font-family: Helvetica, Arial, sans-serif; font-size: 12pt;\" data-email-gadget=\"email-content-wrapper\">\n<p style=\"margin-top: 0px; margin-bottom: 0px;\">TEST</p>\n<p style=\"margin-top: 0px; margin-bottom: 0px;\">&nbsp;</p>\n</div>",

    "time": "2025-02-25T06:51:36.393Z",

    "historyIncluded": false,

    "state": "Edited",

    "emailSizeBytes": 248,

    "maxEmailSizeBytes": 41943040,

    "selfUri": "/api/v2/conversations/emails/e6c5484e-10cf-474a-aaf7-e393fd386ff1/messages/draft"

Hi Krzystof - I'm working with your account team on this issue. We'll keep you updated. 

Jody

Hello All,

we are carrying out beta test tasks with MS Graph integration. Integration with MS Graph was done correctly and returns success when checked.

Sending an email to a mailbox address that is configured in Genesys Cloud results in no email message being received by the Agent.

Sending a message from Genesys Cloud to any address ends with a sending error.

{

    "id": "draft",

    "to": [

        {

            "email": "michal.bielecki@whirly.pl"

        }

    ],

    "cc": [],

    "bcc": [],

    "from": {

        "email": "gc_admin@ergohestia.pl",

        "name": " gc_admin prod"

    },

    "replyTo": {

        "email": "gc_admin@ergohestia.pl",

        "name": " gc_admin prod"

    },

    "subject": "TEST",

    "attachments": [],

    "textBody": "TEST\n\n",

    "htmlBody": "<div style=\"font-family: Helvetica, Arial, sans-serif; font-size: 12pt;\" data-email-gadget=\"email-content-wrapper\">\n<p style=\"margin-top: 0px; margin-bottom: 0px;\">TEST</p>\n<p style=\"margin-top: 0px; margin-bottom: 0px;\">&nbsp;</p>\n</div>",

    "time": "2025-02-25T06:51:36.393Z",

    "historyIncluded": false,

    "state": "Edited",

    "emailSizeBytes": 248,

    "maxEmailSizeBytes": 41943040,

    "selfUri": "/api/v2/conversations/emails/e6c5484e-10cf-474a-aaf7-e393fd386ff1/messages/draft"

Hi.

Have you found any fix for this problem yet?

I think I have the same problem.

Hi Krzystof - I'm working with your account team on this issue. We'll keep you updated. 

Jody

Hello All,

we are carrying out beta test tasks with MS Graph integration. Integration with MS Graph was done correctly and returns success when checked.

Sending an email to a mailbox address that is configured in Genesys Cloud results in no email message being received by the Agent.

Sending a message from Genesys Cloud to any address ends with a sending error.

{

    "id": "draft",

    "to": [

        {

            "email": "michal.bielecki@whirly.pl"

        }

    ],

    "cc": [],

    "bcc": [],

    "from": {

        "email": "gc_admin@ergohestia.pl",

        "name": " gc_admin prod"

    },

    "replyTo": {

        "email": "gc_admin@ergohestia.pl",

        "name": " gc_admin prod"

    },

    "subject": "TEST",

    "attachments": [],

    "textBody": "TEST\n\n",

    "htmlBody": "<div style=\"font-family: Helvetica, Arial, sans-serif; font-size: 12pt;\" data-email-gadget=\"email-content-wrapper\">\n<p style=\"margin-top: 0px; margin-bottom: 0px;\">TEST</p>\n<p style=\"margin-top: 0px; margin-bottom: 0px;\">&nbsp;</p>\n</div>",

    "time": "2025-02-25T06:51:36.393Z",

    "historyIncluded": false,

    "state": "Edited",

    "emailSizeBytes": 248,

    "maxEmailSizeBytes": 41943040,

    "selfUri": "/api/v2/conversations/emails/e6c5484e-10cf-474a-aaf7-e393fd386ff1/messages/draft"

Hi Hakan - in most cases, this is an issue with licensing on Azure side. Can you contact your Genesys account representative to give them details about your issue, including Conversation IDs? They can pass that on to me and we will take a look. 

Thanks!

Jody

Hi.

Have you found any fix for this problem yet?

I think I have the same problem.

Hi Krzystof - I'm working with your account team on this issue. We'll keep you updated. 

Jody

Hello All,

we are carrying out beta test tasks with MS Graph integration. Integration with MS Graph was done correctly and returns success when checked.

Sending an email to a mailbox address that is configured in Genesys Cloud results in no email message being received by the Agent.

Sending a message from Genesys Cloud to any address ends with a sending error.

{

    "id": "draft",

    "to": [

        {

            "email": "michal.bielecki@whirly.pl"

        }

    ],

    "cc": [],

    "bcc": [],

    "from": {

        "email": "gc_admin@ergohestia.pl",

        "name": " gc_admin prod"

    },

    "replyTo": {

        "email": "gc_admin@ergohestia.pl",

        "name": " gc_admin prod"

    },

    "subject": "TEST",

    "attachments": [],

    "textBody": "TEST\n\n",

    "htmlBody": "<div style=\"font-family: Helvetica, Arial, sans-serif; font-size: 12pt;\" data-email-gadget=\"email-content-wrapper\">\n<p style=\"margin-top: 0px; margin-bottom: 0px;\">TEST</p>\n<p style=\"margin-top: 0px; margin-bottom: 0px;\">&nbsp;</p>\n</div>",

    "time": "2025-02-25T06:51:36.393Z",

    "historyIncluded": false,

    "state": "Edited",

    "emailSizeBytes": 248,

    "maxEmailSizeBytes": 41943040,

    "selfUri": "/api/v2/conversations/emails/e6c5484e-10cf-474a-aaf7-e393fd386ff1/messages/draft"

Hi Jody,

I recently had occasion to ask about MS Graph Integration for use with email and Care stated that it is NOT possible at this time. That said, this thread seems to indicate otherwise. Can you clarify: can MS Graph be used as a custom mail server so that all email interactions come in or go out through MS Graph?

Hi Hakan - in most cases, this is an issue with licensing on Azure side. Can you contact your Genesys account representative to give them details about your issue, including Conversation IDs? They can pass that on to me and we will take a look. 

Thanks!

Jody

Hi.

Have you found any fix for this problem yet?

I think I have the same problem.

Hi Krzystof - I'm working with your account team on this issue. We'll keep you updated. 

Jody

Hello All,

we are carrying out beta test tasks with MS Graph integration. Integration with MS Graph was done correctly and returns success when checked.

Sending an email to a mailbox address that is configured in Genesys Cloud results in no email message being received by the Agent.

Sending a message from Genesys Cloud to any address ends with a sending error.

{

    "id": "draft",

    "to": [

        {

            "email": "michal.bielecki@whirly.pl"

        }

    ],

    "cc": [],

    "bcc": [],

    "from": {

        "email": "gc_admin@ergohestia.pl",

        "name": " gc_admin prod"

    },

    "replyTo": {

        "email": "gc_admin@ergohestia.pl",

        "name": " gc_admin prod"

    },

    "subject": "TEST",

    "attachments": [],

    "textBody": "TEST\n\n",

    "htmlBody": "<div style=\"font-family: Helvetica, Arial, sans-serif; font-size: 12pt;\" data-email-gadget=\"email-content-wrapper\">\n<p style=\"margin-top: 0px; margin-bottom: 0px;\">TEST</p>\n<p style=\"margin-top: 0px; margin-bottom: 0px;\">&nbsp;</p>\n</div>",

    "time": "2025-02-25T06:51:36.393Z",

    "historyIncluded": false,

    "state": "Edited",

    "emailSizeBytes": 248,

    "maxEmailSizeBytes": 41943040,

    "selfUri": "/api/v2/conversations/emails/e6c5484e-10cf-474a-aaf7-e393fd386ff1/messages/draft"

Hi Greg,

It's not GA yet, target for release is March 31st, so hopefully it doesn't get delayed.

https://genesyscloud.ideas.aha.io/ideas/DIG-I-442

Hi Jody,

I recently had occasion to ask about MS Graph Integration for use with email and Care stated that it is NOT possible at this time. That said, this thread seems to indicate otherwise. Can you clarify: can MS Graph be used as a custom mail server so that all email interactions come in or go out through MS Graph?

Hi Hakan - in most cases, this is an issue with licensing on Azure side. Can you contact your Genesys account representative to give them details about your issue, including Conversation IDs? They can pass that on to me and we will take a look. 

Thanks!

Jody

Hi.

Have you found any fix for this problem yet?

I think I have the same problem.

Hi Krzystof - I'm working with your account team on this issue. We'll keep you updated. 

Jody

Hello All,

we are carrying out beta test tasks with MS Graph integration. Integration with MS Graph was done correctly and returns success when checked.

Sending an email to a mailbox address that is configured in Genesys Cloud results in no email message being received by the Agent.

Sending a message from Genesys Cloud to any address ends with a sending error.

{

    "id": "draft",

    "to": [

        {

            "email": "michal.bielecki@whirly.pl"

        }

    ],

    "cc": [],

    "bcc": [],

    "from": {

        "email": "gc_admin@ergohestia.pl",

        "name": " gc_admin prod"

    },

    "replyTo": {

        "email": "gc_admin@ergohestia.pl",

        "name": " gc_admin prod"

    },

    "subject": "TEST",

    "attachments": [],

    "textBody": "TEST\n\n",

    "htmlBody": "<div style=\"font-family: Helvetica, Arial, sans-serif; font-size: 12pt;\" data-email-gadget=\"email-content-wrapper\">\n<p style=\"margin-top: 0px; margin-bottom: 0px;\">TEST</p>\n<p style=\"margin-top: 0px; margin-bottom: 0px;\">&nbsp;</p>\n</div>",

    "time": "2025-02-25T06:51:36.393Z",

    "historyIncluded": false,

    "state": "Edited",

    "emailSizeBytes": 248,

    "maxEmailSizeBytes": 41943040,

    "selfUri": "/api/v2/conversations/emails/e6c5484e-10cf-474a-aaf7-e393fd386ff1/messages/draft"