Configure email domain allowlists

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Genesys Cloud provides administrators with email domain allowlist configuration capabilities to control outbound email campaigns and prevent unintended email distribution. Administrators access this feature through Admin > Contact Center > Email, where they can create and manage up to 20 domain allowlists with a maximum of 20 domains per list. Required permissions include "Email > Settings" for administrators to create and manage lists, and "Routing > Email" permissions for agents to view and apply settings. Key restrictions include no subdomain support (requiring separate entries for each subdomain), prohibition of empty allowlists, and inability to delete lists currently linked to email domains. Configuration is performed via the Organization Email Settings interface through the Domain Allow Lists tab, where administrators can add new lists, edit existing ones, add domain names, and delete individual domains from lists. The feature is currently postponed, with updated availability information available in Genesys Cloud - Features coming soon. Once configured, domain allowlists can be associated with specific email domains to provide granular control over recipient distribution.

PrerequisitesClick to expand

To provide control over outbound email campaigns and prevent accidentally sending out emails to unintended recipients, Genesys Cloud allows administrators to set up domain allow lists. These domains allow lists can then be associated with email domains. For more information, see Add a domain allowlist to an email domain.

Click Menu > Digital and Telephony > Email.
Click Organization Email Settings, and open the Domain Allow Lists tab.
To add a new allowlist, click Add List. The Add domain list window appears.
To edit an existing allowlist, click Options next to the list name, then select Edit. The Add domain list window appears.
In the List name box, specify the name of the allowlist.
To add a domain name to the allowlist, type it in the Add allowed domain box, then click Plus .
Note: The following restrictions apply to domain allow lists:
- A domain allowlist can only contain up to 20 items.
- You can only store up to 20 domain allow lists at the same time.
- You cannot save an empty domain allowlist.
- You cannot delete a domain allowlist that is currently associated with an email domain.
- Domain allowlists do not support subdomains. You must add each subdomain as a separate entry.
- You can add wildcard domains to a Domain Allow List, in addition to exact domains. A wildcard domain uses the format *.example.com, where the asterisk matches any subdomain of example.com. A wildcard entry such as *.example.com matches only subdomains (for example, user@support.example.com), and not the root domain itself. If you also want to allow addresses at user@example.com, you must add example.com to the list as its own, separate entry. The wildcard does not cover it automatically.
To let agents reply to emails from domains that are not on the allowed domains list, enable the Allow replies and forwards to external addresses for existing email threads option. For example, if xyz.com is not on the allowed domains list and an agent receives an email from that domain, they can still reply to it.
To allow agents to initiate the first email to domains that are not included in the list of allowed domains, enable the Allow new ACD outbound emails on behalf of a queue option. You can enable this option only if you enabled the Allow replies and forwards to external addresses for existing email threads option earlier.
To delete a domain from the allowlist, click Trash next to the list name.
Click Save.

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