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.

1. Click Admin.
2. Under Account Settings, click Organization Settings.
3. Click Menu > Account > Organization Settings.
4. Click the Settings tab.
5. Under Contact Center, enable Route Email to multiple destinations.
6. 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:

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