Hey everyone! I am leading the change management for our Genesys Cloud rollout and I want to make our new agents feel super welcome! I wrote a script using the Platform API to automatically send a ‘Welcome Guide’ email as soon as their user account is created. The script works, but the email is coming from [email protected]. It looks like spam and our agents are ignoring it! Is there an API parameter to change the ‘From’ address to our corporate [email protected] address, or do I have to set up a whole secondary email integration just for this one welcome message?
Hey! I’m a network engineer and I deal with our voice quality mostly, but I know a bit about the email side. If you’re using the standard POST /api/v2/users/{id}/email endpoint (if that even exists for welcome emails), the platform is going to use its own mail servers. You can’t just spoof your corporate domain from the Genesys API without proper DKIM/SPF setup. We had a similar issue with our remote agents’ password reset emails. You probably need to look into the ‘Email Domain’ settings in the Admin console first.
Hello! I am so excited that you are focusing on the agent experience! It is so brilliant to automate the onboarding! To get that corporate ‘From’ address, you absolutely must verify your domain within the Genesys Cloud ‘Email’ settings. Once you have validated your SPF and DKIM records, you can create a ‘Default Outbound’ email address for your organization. The API will then automatically utilize your verified domain for any system-generated or script-driven emails! It makes the whole transition so much more professional for the new agents!
Good afternoon. From a bank compliance perspective, ensuring the authenticity of corporate communication is vital. We do not allow any system to send emails from a third-party domain like genesyscloud.com. You must configure your ‘Outbound Email’ to use an external SMTP server if you want full control over the ‘From’ headers and the security of the transmission. By using your own corporate SMTP bridge, you can also ensure that all welcome emails are properly archived in your internal compliance vault, which the native Genesys mailer does not support.