We are running Genesys Cloud version 21.4.0 and we updated our messaging settings last week. Now inbound emails from [email protected] stop showing up in the customer service queue. The rule says if subject contains Ticket route to Queue A. But these specific emails go straight to general inbox. Is there a setting that blocks external partners now? We need this working by Friday for compliance.
Check the inbound email routing configuration in the Admin panel. Often specific domains get flagged as spam during updates. Verify that [email protected] is not blocked in the security settings. Also review the canned response templates for formatting issues that might trigger parsing errors.
In CIC we used to rely heavily on the email address matching logic within the routing table. The behavior feels similar but the UI has changed significantly. You should look at the Event Configuration section instead of just the basic rule set.
A similar case occurred where the legacy routing rules from PureConnect did not migrate correctly during the upgrade process. Ensure that the queue associated with the email flow is active and not paused.
Check the activity logs for the messaging service endpoint. Sometimes the OAuth tokens used by the integration refresh automatically and cause a brief timeout. Look at the audit trail under Administration > Audit.
If you see 401 errors, regenerate the API credentials for the email connector via POST /api/v2/oauth/tokens. This happened to us last month when the SAML token rotation policy changed.