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URLs in responses from CX are removed from emails
Answer ID 5526   |   Last Review Date 08/14/2019

Why are URLs removed from emails when an incident auto response is sent to a customer?

Environment:

Outgoing service mail
Oracle Service Cloud, all versions

Resolution:

To allow URLs in these responses, adjust the following Email GateWay (EGW) configurations:

Name: EGW_ALLOWED_DOMAIN_NAMES
Desc.: Specifies a list of domain names that will not be removed from outgoing service email. For example, oracle.com. Multiple entries are separated by commas.
Default is blank.

Name: EGW_ALLOWED_TOP_LEVEL_DOMAINS
Desc.: Specifies a list of top-level domains that will not be removed from outgoing service email. For example, org, us, ca. Multiple entries are separated by commas.
Default is blank.

Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.

Cause:

The URLs added to auto responses are filtered as a spam prevention measure.  This feature may not be disabled but domains can be allowed with the above configuration.

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