CXone System Email

This page explains the different types of emails you might be sending or receiving with CXone. It also includes any suggested or required server configurations to ensure your email functions as expected.

You may need to work with your IT group to configure the settings below.

Types of Email

Depending on your CXone setup, you may have three types of emails:

• ACD Channel Email: This is a channel through which your agents interact with contacts, like voice or chat channels. You can read more about this type of email channel in the ACD channels section of this site. CXone sends and receives these emails through two possible email systems, depending on your email domain The part of an email address that comes after the “@” symbol. It usually refers to the name of the organization or company that owns the email address, and is often the same as the domain name. verification status. If your email domain is verified in Amazon SES, your channels email traffic goes through SES. If your email domain is unverified, traffic goes through a separate email system. Depending on where your email traffic runs, you may need to update your domain's SPF records.

• System Email: These emails are sent to your users from the CXone platform. For example, password reset notifications, chat transcripts, reports, and so forth. If you want to ensure that your email system does not block these emails, you can add the IPs to your organization's email server allow list.

• Integrated Product Email: If you've integrated products with CXone like Engage QM Integrated or IEX WFM Integrated, you can receive emails from the integrated products. These emails could contain reports, password reset emails for the integrated product, or recordings. They are sent from a separate email system, not SES. If you want to ensure that your email system does not block these emails, you can add the IPs to your organization's email server allow list.

Email Server Allow List

To receive system emails like chat transcripts and reports, you can add the following IPs to your email server's allow list.

Select the tab for your CXone region.

SPF Records

If you're using the CXone email channel and your email domain is unverified, you may need to allow CXone to send emails on your behalf. You can do so by updating or adding SPF records to your email domain. These records may contain IP addresses of the CXone mail servers.

Select the tab for your CXone region and add the listed IPs to your SPF records.