Genesys Cloud - Developer Community!

Hi all,

We've noticed that when a user is deleted in Genesys Cloud, attempting to recreate a new user with the API with the same email address a few days later results in an error stating that the username/email already exists.

We would like to understand:

1. How long does Genesys Cloud retain deleted user data that blocks the reuse of the same email address?

2. Is there a "quarantine" period before an email can be reused?

3. Are there any recommended procedures to safely recreate a deleted user without having to manually change the email in Google Directory (this is where our users info is stored)?

Any guidance on the expected behavior and best practices in this scenario would be greatly appreciated.

Thanks in advance!

#PlatformAPI

------------------------------
Marisa Grasso
------------------------------

Hi Marisa,

Did you checked the deleted users list? When a user is deleted, it moves to this list.

Once you find the e-mail you need, you can change the state do Active and change user's information if needed.

Hi all,

We've noticed that when a user is deleted in Genesys Cloud, attempting to recreate a new user with the API with the same email address a few days later results in an error stating that the username/email already exists.

We would like to understand:

1. How long does Genesys Cloud retain deleted user data that blocks the reuse of the same email address?

2. Is there a "quarantine" period before an email can be reused?

3. Are there any recommended procedures to safely recreate a deleted user without having to manually change the email in Google Directory (this is where our users info is stored)?

Any guidance on the expected behavior and best practices in this scenario would be greatly appreciated.

Thanks in advance!

#PlatformAPI

------------------------------
Marisa Grasso
------------------------------

Thank you Debora. 

Does this mean that the Genesys users are never deleted permanently? That they are kept as "deleted" and by only changing their state to Active, the user is reactivated as if it was never deleted?

Thank you

------------------------------
Marisa Grasso

Original Message:
Sent: 10-21-2025 08:06
From: Debora Lopes
Subject: UNABLE TO REUSE EMAIL OF DELETED USER

Hi Marisa,

Did you checked the deleted users list? When a user is deleted, it moves to this list.

Once you find the e-mail you need, you can change the state do Active and change user's information if needed.

------------------------------
Debora Lopes

Original Message:
Sent: 10-21-2025 05:12
From: Marisa Grasso
Subject: UNABLE TO REUSE EMAIL OF DELETED USER

Hi all,

We've noticed that when a user is deleted in Genesys Cloud, attempting to recreate a new user with the API with the same email address a few days later results in an error stating that the username/email already exists.

We would like to understand:

1. How long does Genesys Cloud retain deleted user data that blocks the reuse of the same email address?

2. Is there a "quarantine" period before an email can be reused?

3. Are there any recommended procedures to safely recreate a deleted user without having to manually change the email in Google Directory (this is where our users info is stored)?

Any guidance on the expected behavior and best practices in this scenario would be greatly appreciated.

Thanks in advance!

#PlatformAPI

------------------------------
Marisa Grasso
------------------------------

There is no mention in the documentation about keeping agents in deleted state for a period before permanently deleted. 

But yes, you can set state do Active and reconfigure the roles and others informations you need after that.

https://help.mypurecloud.com/faqs/what-happens-when-i-delete-a-users-account/

------------------------------
Debora Lopes

Original Message:
Sent: 10-21-2025 08:33
From: Marisa Grasso
Subject: UNABLE TO REUSE EMAIL OF DELETED USER

Thank you Debora. 

Does this mean that the Genesys users are never deleted permanently? That they are kept as "deleted" and by only changing their state to Active, the user is reactivated as if it was never deleted?

Thank you

------------------------------
Marisa Grasso

Original Message:
Sent: 10-21-2025 08:06
From: Debora Lopes
Subject: UNABLE TO REUSE EMAIL OF DELETED USER

Hi Marisa,

Did you checked the deleted users list? When a user is deleted, it moves to this list.

Once you find the e-mail you need, you can change the state do Active and change user's information if needed.

------------------------------
Debora Lopes

Original Message:
Sent: 10-21-2025 05:12
From: Marisa Grasso
Subject: UNABLE TO REUSE EMAIL OF DELETED USER

Hi all,

We've noticed that when a user is deleted in Genesys Cloud, attempting to recreate a new user with the API with the same email address a few days later results in an error stating that the username/email already exists.

We would like to understand:

1. How long does Genesys Cloud retain deleted user data that blocks the reuse of the same email address?

2. Is there a "quarantine" period before an email can be reused?

3. Are there any recommended procedures to safely recreate a deleted user without having to manually change the email in Google Directory (this is where our users info is stored)?

Any guidance on the expected behavior and best practices in this scenario would be greatly appreciated.

Thanks in advance!

#PlatformAPI

------------------------------
Marisa Grasso
------------------------------

Hi all,

We've noticed that when a user is deleted in Genesys Cloud, attempting to recreate a new user with the API with the same email address a few days later results in an error stating that the username/email already exists.

We would like to understand:

1. How long does Genesys Cloud retain deleted user data that blocks the reuse of the same email address?

2. Is there a "quarantine" period before an email can be reused?

3. Are there any recommended procedures to safely recreate a deleted user without having to manually change the email in Google Directory (this is where our users info is stored)?

Any guidance on the expected behavior and best practices in this scenario would be greatly appreciated.

Thanks in advance!

#PlatformAPI

------------------------------
Marisa Grasso
------------------------------