What changed
Genesys added two per-list options to email Domain Allow Lists: agents can reply to or forward emails to recipients outside the allow list when those recipients appeared in the most recent email in the conversation, and agents can start new outbound emails from ACD queues to addresses outside the allow list. Both are disabled by default. Allow lists also accept wildcard domains in the *.example.com format, which covers subdomains but not the root domain unless it is added separately.
Vendor documentation (opens in a new tab)Why it matters
Strict allow lists protect against misdirected email but generate constant requests to add customer and partner domains. These options reduce that maintenance, but the outbound option in particular loosens a data-loss control, so it should be a deliberate decision per list rather than a convenience toggle.
CxCave practical context
Who should care
- Digital channel administrators
- Security and compliance teams
Implementation considerations
REVIEWDecide for each Domain Allow List whether reply exceptions or unrestricted queue outbound email are acceptable under your data-handling policy, and replace long lists of subdomains with wildcards where appropriate, remembering to add the root domain separately.
CxCave recommendation, not a vendor mandate unless explicitly stated.