Digital Email Channels

The information on this page is for digital email channels Various voice and digital communication mediums that facilitate customer interactions in a contact center., not the ACD email channel.

NiCE CXone digital email channels allow your agents to send and receive email messages. Contacts can email from any personal email client application. Email case can also be generated from a contact form on your website. Email interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. route to the agent's digital inbox Area where cases appear in the digital interaction workspace in an agent application..

Digital email channels require a verified email domain in AWS SES. You can create a digital email channel and then configure it.

If you created a digital email channel prior to the Summer 2023 release, your system has routing queue configurations for that channel. These configurations have been replaced with digital ACD skills and routing via Studio scripts, which are described on this page. You can still make changes to routing queues for the channels that have them.

Supported Email Channel Features

NiCE CXone digital email channels support features such as:

Signatures for inbound and outbound emails.
Forwarding, escalation to chat, and changing the FROM address on outgoing emails.
If your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system. already has Proactive Chat and Email, ask your account representative for the email ticketing form to set up the email channel.
Time stamps in the email details on replies or forwarded messages display according to the local time zone of your business unit State that allows an agent to complete work requirements after finishing an interaction..
Digital email integrates with several WEM products:
- Recording Management (CXone) with screen recording: If your organization uses this feature, you can record agents' work on emails, then search for and play the recordings.
- QM: If your organization uses this feature, you can evaluate emails along with other interactions.
- Interaction Analytics (CXone): If your organization uses this feature, you can analyze sentiment in digital emails. The sentiment indicators in digital email cases are also based on Interaction Analytics (CXone) sentiment analysis.

Email Forwarding and Redirecting

Digital email supports forwarding, escalation to chat, and changing the FROM address on outgoing emails.

You are responsible for redirecting emails from your mail server to the email address used for your NiCE CXone point of contact. Redirecting the email ensures that the agent can see the contact's email address; forwarding does not since the FROM address changes to the party that forwarded the email.

Verified SES Message Size Limits

Verified SES emails have a total size limit of 40 MB (including base64 encoding). This size limit does not apply if your organization is using a custom SMTP server for emails. NiCE CXone SMTP servers use rotated AWS KMS keys to encrypt your credentials at rest and in transit.

Contact your account representative for more information about custom SMTP servers.

Custom SMTP Email Servers

Besides out-of-the-box NiCE CXone digital email, you can use your own custom SMTP (Simple Mail Transfer Protocol) server with NiCE CXone. When your SMTP server is up and running, you need to configure it to authenticate with NiCE CXone. You can manage all other configurations on your own or with help from your NiCE account representative.

NiCE CXone uses rotating AWS KMS keys to encrypt your credentials at rest and in transit. Contact your account representative for more information about custom SMTP servers.

You can configure OAuth for a Microsoft SMTP inbound or outbound email server.

If you use a Microsoft mail server for your custom SMTP server, authentication requires OAuth 2.0. This lets you enter your credentials yourself instead of sharing them with your account representative.

Microsoft Icon of a square with an arrow pointing out from the top right corner is disabling legacy username and password authentication. If you don't switch to OAuth 2.0, emails won't be delivered. Username/password authentication should not be disabled until you successfully send outbound or receive inbound emails with OAuth 2.0 authentication. To avoid email failure, complete this update by the end of December 2026 Icon of a square with an arrow pointing out from the top right corner . If you do not use a Microsoft mail server for your custom SMTP email server, this change does not affect you and no action is needed.

Custom SMTP Server IP Address Allowlist

If you use a custom SMTP server for your digital email channel and restrict inbound connections by IP address, you need to allow certain IP addresses. These IP addresses identify the servers NiCE CXone uses to deliver outbound email to your custom SMTP server. They're separate from the general platform connectivity requirements.

Add the following shared EKS IP addresses to your IP address allowlist, based on the region your NiCE CXone system is located in.

North America

NA1:

34.215.252.4
44.231.33.76
44.235.174.101

NA2:

3.216.11.172
44.205.151.71
52.205.158.41

NA3:

3.223.216.116
34.228.28.118
98.89.122.206

CA1:

15.223.128.170
3.98.88.142
99.79.143.209

Europe

EU1:

18.193.204.252
18.193.63.197
3.64.181.164

EU2:

18.184.151.215
3.73.72.30
3.74.182.122

EU3:

34.248.92.68
52.214.215.57
54.220.31.206

UK1:

18.132.85.173
18.134.39.137
18.168.126.74

UK2:

18.133.218.92
18.170.170.196
35.179.98.127

Asia

JP1:

52.194.103.211
52.68.33.109
54.238.125.11

JO1:

15.152.203.110
15.168.106.69
15.168.83.100

KR1:

13.124.18.185
13.125.9.254
43.203.109.152

AE1:

3.29.104.18
3.29.140.199
3.29.44.216