We have run into a situation where we are seeing a handful of outbound emails suddenly showing up with the pure.cloud domain as the "from" domain. We purposefully set up Genesys to show our company domain only and not the pure.cloud portion. Over the past week we have seen an increase in failed emails becuase we don't have the pure.cloud domain set up for routing. What occurs is the agent sends and email (not realizing the from states pure.cloud) and the customer responds. When they respond the email fails. We do have a ticket opened with Genesys but I was wondering if anyone else has encountered this as of recently and if so what the issue was?

Hey Kathryn,

Is this related to your post in another thread? Could you let me know what your case number is? I can see if I can get the engineers to coordinate their investigations to see if they are seeing any common thread.

We have run into a situation where we are seeing a handful of outbound emails suddenly showing up with the pure.cloud domain as the "from" domain. We purposefully set up Genesys to show our company domain only and not the pure.cloud portion. Over the past week we have seen an increase in failed emails becuase we don't have the pure.cloud domain set up for routing. What occurs is the agent sends and email (not realizing the from states pure.cloud) and the customer responds. When they respond the email fails. We do have a ticket opened with Genesys but I was wondering if anyone else has encountered this as of recently and if so what the issue was?

This is not related to another thread. Case number is CAS-32750-Q9W3B9

Hey Kathryn,

Is this related to your post in another thread? Could you let me know what your case number is? I can see if I can get the engineers to coordinate their investigations to see if they are seeing any common thread.

We have run into a situation where we are seeing a handful of outbound emails suddenly showing up with the pure.cloud domain as the "from" domain. We purposefully set up Genesys to show our company domain only and not the pure.cloud portion. Over the past week we have seen an increase in failed emails becuase we don't have the pure.cloud domain set up for routing. What occurs is the agent sends and email (not realizing the from states pure.cloud) and the customer responds. When they respond the email fails. We do have a ticket opened with Genesys but I was wondering if anyone else has encountered this as of recently and if so what the issue was?

Thank you for the clarification. Could you let me know what the Genesys Cloud case number is? It should look like this 0001234567.

This is not related to another thread. Case number is CAS-32750-Q9W3B9

Hey Kathryn,

Is this related to your post in another thread? Could you let me know what your case number is? I can see if I can get the engineers to coordinate their investigations to see if they are seeing any common thread.

We have run into a situation where we are seeing a handful of outbound emails suddenly showing up with the pure.cloud domain as the "from" domain. We purposefully set up Genesys to show our company domain only and not the pure.cloud portion. Over the past week we have seen an increase in failed emails becuase we don't have the pure.cloud domain set up for routing. What occurs is the agent sends and email (not realizing the from states pure.cloud) and the customer responds. When they respond the email fails. We do have a ticket opened with Genesys but I was wondering if anyone else has encountered this as of recently and if so what the issue was?

Thank you for the clarification. Could you let me know what the Genesys Cloud case number is? It should look like this 0001234567.

This is not related to another thread. Case number is CAS-32750-Q9W3B9

Hey Kathryn,

Is this related to your post in another thread? Could you let me know what your case number is? I can see if I can get the engineers to coordinate their investigations to see if they are seeing any common thread.

We have run into a situation where we are seeing a handful of outbound emails suddenly showing up with the pure.cloud domain as the "from" domain. We purposefully set up Genesys to show our company domain only and not the pure.cloud portion. Over the past week we have seen an increase in failed emails becuase we don't have the pure.cloud domain set up for routing. What occurs is the agent sends and email (not realizing the from states pure.cloud) and the customer responds. When they respond the email fails. We do have a ticket opened with Genesys but I was wondering if anyone else has encountered this as of recently and if so what the issue was?