There are multiple API and SMTP endpoints, these are all in region. However, there are only 3 email receiving endpoints in US East, US West, and Europe. This means that the email in APAC gets routed to US East, it's assessed by SES and then delivered to the final endpoint in APAC. The full statement from AWS around SES is
Amazon SES doesn't support email receiving in the following Regions: US East (Ohio), US West (N. California) Asia Pacific (Mumbai), Asia Pacific (Osaka), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), Europe (London), Europe (Paris), Europe (Stockholm), Middle East (Bahrain), South America (São Paulo), and AWS GovCloud (US).When you setup email in Genesys Cloud CX and do the verification you'll notice that the domain is verified against US East
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Gareth James
CALLSCAN AUSTRALIA PTY. LTD.
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Original Message:
Sent: 05-26-2022 07:32
From: Vaun McCarthy
Subject: Inbound email routing
It's my understanding that Genesys Cloud uses AWS' SES for email for which there are endpoints in most if not all regions. Where have you read about them all traversing the US? I'd like to know more on that one.
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Vaun McCarthy
Original Message:
Sent: 05-26-2022 01:37
From: Gareth James
Subject: Inbound email routing
Just picking up this thread again after a year of inactivity - anybody got any ideas? We are facing increasing challenges implementing email within Genesys Cloud CX in the APAC region as soon as a customer realises that the routing sends the email to the US. Any ideas gratefully received!!
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Gareth James
CALLSCAN AUSTRALIA PTY. LTD.
Original Message:
Sent: 04-28-2021 05:17
From: Gareth James
Subject: Inbound email routing
Hi Community,
I am hoping to get some guidance/confirmation on how emails route into Genesys Cloud, specifically in relation to the AWS region emails traverse. If an email is sent to a Genesys Cloud org located in ap-southeast-2, does it have to traverse the US East region for delivery? Is there a way to control this routing through configuration?
The only way I can see this being achieved would be landing the email on something in the middle, and then calling a GC API to create the email interaction and manually rebuild the content.
#ArchitectureandDesign
#DigitalChannels
#Routing(ACD/IVR)
#Security
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Gareth James
CALLSCAN AUSTRALIA PTY. LTD.
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