Route email to multiple destinations

AI-generated summary

Genesys Cloud's Route Email to Multiple Destinations feature enables administrators to route inbound emails with multiple recipients to different queues or flows simultaneously, creating separate interactions for each recipient while maintaining synchronized email threads across all associated interactions. When activated through Organization Settings under Contact Center, the system routes emails addressed to multiple recipients (such as sales@example.com and service@example.com) to their respective destinations, allowing agents in each queue to manage communications independently while viewing all email recipients and maintaining threaded conversations. The feature leverages the Email.Message.route.id field in Architect email flows to support advanced routing decisions and implements an email threading system that manages interactions routed to multiple queues sequentially. When an agent in the first queue sends an initial response, Genesys Cloud automatically threads and displays that response in the related interaction within the second queue. Upon assignment to an agent in the subsequent queue, the default script associated with that queue is presented to the agent, ensuring organized interaction management across queue hierarchies while maintaining communication context. Administrators must configure queue-level default scripts on the Email tab for every involved queue, as these scripts override Architect flow-defined scripts during simultaneous multi-destination routing. When using the Set Screen Pop action in Architect flows to define recipient-specific scripts, assigning a default script to each queue is required to ensure proper script presentation. Activation of this feature requires Admin role access to Organization Settings via Account Settings, where the Route Email to Multiple Destinations option is toggled under Contact Center settings. This functionality ensures that email threads remain synchronized across all associated interactions while enabling agents to reply to multiple recipients and maintain visibility of the complete communication context.

PrerequisitesClick to expand

Define whether an inbound email with multiple recipients that belong to multiple destinations such as queues or flows, must be routed to all the destinations in the email.

Click Admin.
Under Account Settings, click Organization Settings.
Click Menu > Account > Organization Settings.
Click the Settings tab.
Under Contact Center, enable Route Email to multiple destinations.
Click Save.

When you enable this option, the system creates an interaction for each recipient in the email and routes the interaction to a queue or flow. For example, if an email from a customer includes sales@example and service@example.com, it routes to two separate queues and creates two separate interactions. The agents in the corresponding queues can see the email recipients and they can reply to them. When they reply to all of them, an email thread updates for the included interactions and the agents.

Email with multiple destinations goes through an Architect email flow, which uses the Email.Message.route.id field that allows them to make routing decisions within the flow. For more information, see Architect built-in variables.

If you use the Set Screen Pop action in the Architect flow to define a specific script for a given recipient, you must also assign a default script to every queue involved (on Email tab).
The queue-level default script overrides the script defined in the Architect flow when the email is routed to multiple destinations simultaneously. For example, if an email is routed to the queues Sales and Service, the following sequence of events occurs:

An agent in Queue Sales sends the initial response to their interaction.
Because Genesys Cloud threads this response, it automatically appears in the related interaction waiting in the queue Service.
When the interaction is eventually assigned to an agent in queue Service, the default script of Queue Service is presented to the agent.

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