NiCE CXone System Email

This page explains the different types of emails you might be sending or receiving with NiCE 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 NiCE CXone setup, you may have three types of emails:

• Omnichannel Routing (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 Omnichannel Routing (ACD) channels section of this site. NiCE CXone sends and receives these emails through two possible email systems, depending on your email domain The part of an email address after the “@” symbol. Usually the name of the organization that owns the address and 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 NiCE 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. NiCE is implementing domain-based message authentication, reporting, and conformance (DMARC DMARC stands for Domain-based Message Authentication, Reporting, and Conformance. It's an email security protocol that helps prevent email spoofing, a tactic where attackers send emails pretending to be from a trusted domain.) for these emails. This is an additional security layer for these emails. Therefore you may also need to allow a particular NiCE email domain.

• Integrated Product Email: If you've integrated products with NiCE CXone like Workforce Management (IEX 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 and email domains to your email server's allow list.

Select the tab for your NiCE CXone region.

SPF Records

If you're using the NiCE CXone email channel and your email domain is unverified, you may need to allow NiCE 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 NiCE CXone mail servers.

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