The CXone email channel lets your agents receive and send email messages to interact with your organization's contacts. You can set it up to work as a regular ACD channel, and route emails using ACD skills. You can also use Proactive Email campaigns to send one-way messages to a list of contacts. If your contact center is enabled for Digital First Omnichannel, you can choose to route emails through the digital inbox instead. You cannot use both methods in combination. The information on this page refers to omnichannel emails.

Key Facts About CXone Email

  • When you enable inbound emails for an agent, the agent can receive, view, transfer, and respond to emails. However, the agent cannot initiate an email conversation.
  • When you enable outbound emails for an agent, the agent can initiate email conversations and reply to any responses to that email.
  • You can set inbox limits at the team level, the agent level, or both. The agent level takes precedence
  • 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. Contact your NICE CXone service representative for more information about custom SMTP servers.
  • Organizations in the Americas, EMEA, and APAC regions can use their own outbound email server in place of the NICE CXone server; contact your NICE CXone service representative for more information.

To receive system-generated emails from CXone, ensure that your mail servers have the appropriate FQDNsClosed Fully Qualified Domain Names, sometimes also referred to as an absolute domain name, is a domain name that specifies its exact location in a tree hierarchy of the Domain Name System. It specifies all domain levels, including the top-level domain and the root zone. and IP addresses allowed and added to your sender SPFClosed Sender Policy Framework (SPF) is an email authentication standard that helps protect senders and recipients from spam, spoofing, and phishing. By adding an SPF record to your Domain Name System (DNS), you can provide a public list of senders that are approved to send email from your domain. records. These differ depending on your geographic region and CXone setup. The Ports page and Platform Requirements section contains the necessary information. Examples of system-generated emails are:

  • Emailed reports
  • Chat transcripts
  • System notifications
  • Email channel emails

Email Parking

You can configure CXone so agents can choose the order in which they handle emails and so they can temporarily stop working on an email to handle a higher priority interaction. This concept is called email parking.

Manual parking allows agents to save emails to their inboxes for later work. You can enable or disable this feature at the skill level.

With auto-parking, CXone routes emails directly to agent inboxes as they come in and continues to do so until the team or agent inbox limit is reached. This feature is only available if all of the following are true:

  • Your tenant is configured for single-channel handling.
  • The relevant email skills have the Email Parking setting enabled.
  • Your agents use MAX.

The default auto-park limit is set at the team level. Within the team settings, you can override the limit for individual users on the team to create a custom limit. If you set the limit to Off, auto-parking is disabled for the agent or team.

When auto-parking is enabled, CXone follows the skill rules to deliver emails to an agent's park inbox. The system waits at least 30 seconds before auto-parking each additional email, and stops auto-parking emails to that agent once the configured limit is reached.