Enhanced outbound mailing system for custom SMTP servers

As a contact center agent, when you send an email to a customer, you want to ensure that the customers receive them without being blocked by outbound email servers on the agent’s side or blocked by spam or spoofing filters set in the email servers on the customer’s side. Prior to this release, a single configuration was used for all outgoing email, whether a system, pre-configured SMTP server, or a custom SMTP server. To ensure delivery of emails sent by agents, 8x8 Contact Center now supports an enhanced configuration for outbound mailing system which is only available for custom SMTP servers.

Note: The overall tenant behavior in regards to outgoing emails is governed by the default server in the Security > SMTP Servers

When an agent sends an email via a channel, it uses the channel address. When an agent sends an email via their own address, it uses their individual email address. When sending out emails, the From section in the email header must match the address used for sending out that email, which implies using correct accounts and credentials of the actual sender. To enable new email settings, review and configure updates on the existing email channels and agents that process email interactions.

Follow the steps below to set up a custom outgoing SMTP email server, configure an email channel, and configure a user email channel:

In Agent Console, the agent enters their email address and password in the Profile page and tests the connection. If there is no password set up, a message prompts notifying the agent that there is no email password configured for your email account. To send an email from the custom email server, the agent must select his email to send emails to customers.