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  • 1.  SMTP integration: Customer wants to save outgoing emails on their email server

    Posted 12-11-2024 06:01
    No replies, thread closed.

    Dear community,

    I am reaching out to you if someone can share some experience for SMTP integration.

    Due to regulation, customer wants to keep all outgoing emails on their email server. I am fully aware that it is specific setting on their email server but want to know if some of you had similar request and did you achieve it.

    In PureConnect there is option to check feature to save sent items in specific folder. Obviously, this is not the same and I do not expect there is settings on Genesys Cloud but can someone direct/help to instruct customer what is specific setting that they may set it. I think that @Tatjana Knezevic shared settings for OAuth2 integration, so maybe someone can help with this also. They are using Exchange server.

    Thank you in advance


    #API/Integrations
    #ArchitectureandDesign
    #DigitalChannels

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    Раско Радојевић
    Rasko Radojevic
    Serbia
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  • 2.  RE: SMTP integration: Customer wants to save outgoing emails on their email server

    Posted 12-11-2024 07:34
    No replies, thread closed.

    Hello Rasko, 

    Our SMTP integration only allows you to send outbound emails via Genesys. Everything else would be handled on the Exchange side in the customers own environment.

    You can review the SMTP integration here.  

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: SMTP integration: Customer wants to save outgoing emails on their email server

    Posted 12-11-2024 08:25
    No replies, thread closed.

    Hello @Cameron Tomlin thanks for the reply.

    As we already set up the SMTP integration, it is working, and emails are delivered through it.

    I also emphasize that I am aware that this is settings on customer email server.

    I am simple asking, if someone had experience with this request to share the experience if they managed to achieve that and how.

    Thanks



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    Раско Радојевић
    Rasko Radojevic
    Serbia
    ------------------------------

    Original Message


  • 4.  RE: SMTP integration: Customer wants to save outgoing emails on their email server
    Best Answer

    Posted 12-11-2024 10:50
    No replies, thread closed.

    We have several use cases for 3rd-party SMTP including outgoing encryption, archiving, and insertion of T's&C's.  

    As you probably discovered, the cc or bcc to every email does not meet needs for archiving, so we have implemented SMTP to allow the server to not only forward the Email on, but to also copy to a specific folder. 

    We have customers that want to ensure an info footer is applied to every outbound email without agent intervention.  The auto signature feature helps but does not meet the 100% objective.  The SMTP server was able to insert this paragraph after the agent sends.  

    As for authorization, that has been a moving target as Genesys continues to support different methods.  It was a real pain when Microsoft announced deprecation of one method and introduction of a newer method with very overlap time.  Genesys came through eventually and Microsoft delayed the deprecation.  

    IMAP helps us on the inbound to give us more variety of how emails get into Genesys and we are looking forward to the Q1 release of the Microsoft Graph API integration to allow even more controls and transports.  

    @Jody Nabuurs, do you have a comment on this?



  • 5.  RE: SMTP integration: Customer wants to save outgoing emails on their email server

    Posted 12-12-2024 20:59
    No replies, thread closed.

    We have a customer with a similar requirement to save copies of all inbound and outbound emails, which we achieved using custom SMTP integration to Exchange Online. A while ago Microsoft announced that they will be introducing a limit on the number of external recipients a mailbox can send per day in Exchange Online. Some of our mailboxes will be impacted by this so we are currently evaluating alternatives...

    This source provides good explanation of the Exchange Online change: https://www.codetwo.com/admins-blog/exchange-online-recipient-rate-limit/

    @Robert Wakefield-Carl you mentioned "the cc or bcc to every email does not meet needs for archiving". Can you please elaborate? I'm keen to understand what the limitations are?

    Thanks,

    Nick.



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    Nick Tait
    Genesys Consultant
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    Original Message


  • 6.  RE: SMTP integration: Customer wants to save outgoing emails on their email server

    Posted 12-15-2024 23:58
    No replies, thread closed.

    While you can add a CC to every email going out, it is an individual object in the mail store and would have to be filtered there if you ever wanted to go back to it.  Better to just turn on Email recording.  



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