Genesys Cloud enables agents to receive and reply to customer email messages through automatic call distribution (ACD) routing via queues. Email interactions are routed based on queue evaluation methods, including language matching, agent skills, and availability status. Agents require specific permissions including Conversation > Email > Accept, Create, and Forward, plus Routing > Agent > OnQueue to handle email interactions. Key capabilities include the ability to manage multiple email messages simultaneously alongside other interaction types, utilize canned responses and scripts to guide customer interactions, and access automatic draft-saving functionality. Genesys Cloud threads emails by subject line and initiates new threads when subject lines are modified; the system recommends making subject line changes in the middle or end of the message. When administrators enable auto-answer for email interactions, agents receive visual notifications and audible alerts for new messages. Additional features encompass contact profile verification, inline image viewing, file attachments, recipient field management (To, Cc, Bcc), email parking and unparking, text formatting, message transfers, and interaction history viewing for both contacts and organizations. The platform integrates Agent Copilot functionality for email summaries and refinement capabilities. Agents can also download digital interaction recordings and create contacts directly within the interactions panel.