Genesys Cloud - Main

Hello Dianne, 

This behavior could be a couple of things, from checking the spam/junk folder of the users to email formatting issues. 

The most common one I have seen within the workflow configuration. Mainly ensuring the email addresses are correctly associated with user profiles in Genesys Cloud. 

But it can help if you review the error log, you can do this by checking the workflow execution history for any delivery errors. Some common errors are email service errors, domain verification issues and recipient collection constraints. 

I would also recommend double checking with your IT department to see if there any email security policies that could be blocking emails from Genesys Cloud domains. 

Hope this helps.  

Hi Cameron,

Thanks for your reply. We already checked the execution history as well as the operational console and no errors were present. All instances are showing as a success.

Hello Dianne, 

This behavior could be a couple of things, from checking the spam/junk folder of the users to email formatting issues. 

The most common one I have seen within the workflow configuration. Mainly ensuring the email addresses are correctly associated with user profiles in Genesys Cloud. 

But it can help if you review the error log, you can do this by checking the workflow execution history for any delivery errors. Some common errors are email service errors, domain verification issues and recipient collection constraints. 

I would also recommend double checking with your IT department to see if there any email security policies that could be blocking emails from Genesys Cloud domains. 

Hope this helps.