Hi Sam,
first of all thank you for your answer.
So if there is any issues at some point with the communication (network issues, certificates expirations, password changes, etc.) the throttling mechanism kicks in but when the integration is disabled manually are the emails that arrive during this time not pulled anymore. correct? Is there way to identify the list of emails that have not been pulled?
with the Engage solution was easy as you had the option to delete the email after being pulled (or move it to another folder) but here if anything goes wrong we cannot identify emails which have been pulled and which not.
is there a safe way recommended by Genesys, what to do with the emails when a temporary integration disabling is needed?
Regards,
Mihai
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Mihai Vasiloiu
Tech Lead Customer Interactions
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Original Message:
Sent: 03-23-2026 12:49
From: Samuel Jillard
Subject: Retrieving emails while GRAPH API integration was disabled
Hello Mihai,
As Genesys Cloud is event based, I believe the API is called when the email hits the mailbox. I am not aware of a way to re-trigger it if the integration was disabled.
If the emails are still in the mailbox, you might be able to move the email out of the mailbox and back in and see if that re-triggers it.
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 03-23-2026 08:56
From: Mihai Vasiloiu
Subject: Retrieving emails while GRAPH API integration was disabled
Hello,
If a GRAPH API integration was disabled for a few hours/days, is there anyway to retrieve the emails which arrived in the mailbox during this time? Is there anyway to push them again from M365 side?
Regards,
Mihai
#DigitalChannels
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Mihai Vasiloiu
Tech Lead Customer Interactions
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