Send an email on behalf of the queue is an option for agents who want to send an outbound email on behalf of an inbound queue without going On Queue. The On Behalf of Queue option ensures that an agent can send an outbound email related to a queue without receiving other interactions. The agent receives credit for the interaction because the statistics are associated with the selected queue. These email interactions count toward the utilization rules set by the administrator. For more information about email interactions, including navigating the email message while on queue, see Work with email interactions.

To send an email on behalf of a queue, follow these steps:

1. On the Menu bar, click Agent Workspace .
2. To send an email on behalf of a queue, at the top of the Conversations roster, click Send a new email .
3. To choose an available queue, begin to type the name of a queue in the On Behalf of Queue box. From the list of suggested queues, select the queue you want to call on behalf of.
   Note: For more information about seeing which queues you are a member of, see Activate queues.
4. In the Enter an email or contact field, begin to type the name of the person you want to call. From the list of suggestions, click the name of the person. Alternatively, enter the email address and press Enter.
   Notes:
   

   • If a contact has only one email address, click anywhere on the External Contact's information to select it.
   • If a contact has multiple email addresses, click the specific email address you want. Otherwise, Genesys Cloud selects the first one in the External Contact's profile.
   • To send the email to an email address that is not listed, type the email address. Remember to edit the external contact's profile to include the new email address. For analytics, because the recipient for an interaction is set at the interaction's creation,  the Interactions view, shows the original recipient.
   • If an external contact has no email address listed, Genesys Cloud displays a message indicating that the email is not provided. If you know the contact's email address, you can type it directly in the box. Remember to edit the External Contact's profile to include the email address.
   • To remove an email address, click its .
   • To send the email to multiple addresses, repeat this step
5. (Optional) If your admin enables the ability to change the From address, to change the From address, click From and select the appropriate address.
   Note: If you do not select a From address, Genesys Cloud uses the default address.
6. To start to write the email, click the green Email button or press Enter.
   Genesys Cloud displays the email in the active conversation window and a corresponding card in the Conversations roster.
   Note:

   If your admin has enabled your ability to use AI to enhance your emails, click Refine. For more information, see Work with Agent Copilot email refinement.

7. Type your message and and click Send.
8. To end the interaction, click Disconnect .
9. Complete any after call work.
   Note: Interactions on behalf of queue inherit the ACW that your admin configures for the queue.