Genesys Cloud provides a comprehensive ACD email routing system that supports up to five email domains with a maximum of 1,000 email addresses per domain, distributing emails to agents through queue-based routing with interaction scoring that combines Architect-configured priority values and queue wait duration in minutes. Administrative configuration requires specific permissions for Routing Email Management and Queue operations, managed through the Contact Center > Queues interface and Roles/Permissions section, with queue members added through the Members tab and permissions assigned via User Management where administrators designate Routing > Email – Manage and Routing > Queue permissions to user roles.
Email address settings span multiple configuration tabs—General, Email Address, Email Routing, Spam Routing, Signature, and Advanced—enabling administrators to configure From Email Address, Reply To address, and up to five BCC recipients, with agents able to send emails to up to 50 recipients. The routing system prioritizes interactions based on calculated scores; for example, an email with priority 20 waiting 4 minutes (score: 24) routes before one with priority 10 waiting 6 minutes (score: 16). The platform incorporates ACD skills matching and language requirement settings for agent compatibility, with options to direct emails to flows or queues and bypass routing for outbound emails.
Spam handling routes suspected spam to designated flows or disconnects it entirely, while automatic email signatures from Canned Responses can be applied with positioning and editing options. Email history configuration offers three options—always auto-include, never include, or agent discretion—with the "Allow Multiple Actions" feature enabling agents to perform multiple operations such as forwarding and replying within a single email interaction; however, each outbound email sent before interaction wrap-up initiates a separate session with independent handle time tracking. The system includes malware and antispam protection with role-based user permissions assigned through User Management. Genesys Cloud Customer Care must be contacted for requirements exceeding five email domains.
An ACD-routed email message routes to a mailbox associated with a queue. This message then routes to the queue members. To open and read ACD-routed email messages, an administrator must configure an agent to receive them.
Find the queue using search or by paging through the list.
Click More and from the menu that appears, click Edit Queue.
Click the Members tab.
To add a member to the queue, in the Select new members box begin typing the name of the contact and then select the appropriate match.
To add the member to the queue, click Add .
Repeat steps 6–7 for each member to add to the queue.
Routing > Email – Manage permission assigned to any user role
Routing > Queue – Add, Delete, Join, and View assigned to any user role
View a user’s permissions
Click Menu > User Management > Users.
Find the user using the Search field or by paging through the list.
Click More and from the menu that appears, click Edit Person.
Click the View Permissions tab.
The table lists permissions assigned to the user and the roles they are attached to. If the user does not have the appropriate ACD email routing permissions, assign them to the user’s role.
Assign permissions to a user’s role
Click Menu > User Management > Users.
Locate the role for which you want to add permissions.
Click More and from the menu that appears, click Edit Role.
Click the Permissions tab.
Click All Permissions.
Use search, or scroll to the list to locate and select the following permissions:
Routing > Email – Manage
Routing > Queue – Join, and View
Click Save.
Click Menu > User Management > Users.
Find a user using search or by paging through the list.
Click More and from the menu that appears, click Edit Person.
On the Roles tab, choose to view All roles.
Find the Agent role using search, or by paging through the list.
In the Agent row, enable the role in the Assigned column.
Click the People tab and repeat steps 2–7 for each additional user.
Click Save.
Select the email domain and add email addresses
Select the email domain. Add email addresses and configure BCC recipients, routing options, and spam processing.
Note: Your Genesys Cloud account can have a maximum of five email domains with up to 1000 associated email addresses per domain. Before you begin, you must first create your company’s domain name. For more information about creating and configuring your email domain, see About ACD email routing. If you require more than five email domains, contact your Genesys Cloud Customer Care representative.
Click Menu > Digital and Telephony > Email.
Click Add Domain.
In the Domain Name box, enter the domain name.
Click Save.
The email address page opens for the new domain.
Preconfiguration considerations
Before you add email addresses to the domain, be aware of the following considerations:
The address you add to the From Email Address box must be an address configured in Genesys Cloud.
Any addresses you add to the Reply To and BCC Recipients carry over with the address that you specify in the From Email Address box.
When you configure both From Email Address and Bcc Recipients:
When you send a new outbound email, Genesys Cloud stores the Bcc Recipients address as the address of the email and not the From Address.
When an inbound email arrives, Genesys Cloud stores the Bcc Recipients address as the From Email Address and not the inbound email address.
The address you add to the Reply to address box overrides the "Reply to" address the customer sees when replying to the original email.
An agent cannot see or remove the email addresses you add to BCC Recipients.
An agent can send an email up to 50 recipients. The system considers the number of email addresses that you add to BCC Recipients in that maximum number.
When routing interactions to a queue, the priority value, set in Architect, is added to the duration of time an interaction has been waiting in the queue (in minutes). The total of the priority and the duration in the queue is the interaction score. Genesys ACD distributes interactions based on the highest score. For example, an email waiting for 4 minutes with a 20 priority has a score of 24. That call routes before a call waiting 6 minutes with a 10 priority.
Add email addresses to the domain
To add email addresses to the domain, follow these steps:
Click Admin.
Under Contact Center, click Email. The Domains Dashboard page opens.
Click Menu > Digital and Telephony > Email. The Domain Dashboard opens.
Click the domain name and then click Add Email Address. The Email Address Details page opens.
In the From Name box, type the agent, department, or organization name that appears to the recipient when a representative responds to an email.
In the Email Address field, type the email address that the customer uses to send an email.
If you prefer to set an email address that the recipient sees when the agent responds to an email, enable the Select From Email option.
Select the email address and the email domain. When you enable this option, you cannot make any updates to the Reply To and BCC email addresses. The existing entries apply.
In the Reply To box, optionally type the email address that appears when a customer clicks Reply in response to an email from the Genesys Cloud agent. The address you add here overrides the Reply to address the customer sees when replying to the original email.
Under BCC Recipients, type up to five email addresses that you want to blind copy to the email. An agent cannot see or remove the email addresses you add to BCC Recipients.
Note: Any addresses you add to the Reply To and BCC Recipients carry over with the address that you specify in the From Email Address box.
When routing interactions to a queue, the priority value set in Architect is added to the duration of time an interaction has been waiting in the queue (in minutes). The total of the priority and the duration in the queue is the interaction score. Genesys ACD distributes interactions based on the highest score. For example, an email waiting for 4 minutes with a 20 priority has a score of 24. That call routes before a call waiting for 6 minutes with a 10 priority.
Select the route to send all emails excluding the emails the system considers spam in the Email Routing section:
If you choose to route to a flow, under Always route to this flow select a flow from the list.
If you choose to route to a flow, under Always route to this queue, do the following:
Click the Queue list and choose the appropriate queue.
To ensure that associated emails route to an agent with matching skills, in the Skills box add any ACD skills.
To ensure that associated emails route to an agent with a matching language, click the Language list and choose a language.
In the Priority box, optionally enter the email's priority.
For outbound email, you can also select Do not route to not route to a queue or flow.
Configure how to route an email that the system suspects is spam in the Spam Routing section:
Select Route spam email to this flow and then select a flow from the list.
Select Disconnect all email that is detected as spam.
To apply an email signature automatically to the outbound email, select Use Email Signature.
Note: Agents cannot see the automatic email signature appended to their outbound emails. Inform the agents beforehand to avoid duplication of the email signature.
To choose a signature that you created in Canned Response, select Signature. For more information, see Add an email signature response.
To keep the agent signature before the email history and to allow agents to edit the email signature, select Insert signature in the editor before message history.
Select the emails for which you want to apply the automatic email signatures. Set one of the following:
All Outbound Emails
Only the Initial Email
To include or exclude email history by default in your outbound emails, in the Email History section, set one of the following options. The configuration you set below applies to both the agent UI and to the oubound email format. For example, if you set Never include email history with each agent's response, the email history is hidden from both the agent and the receiver of the email.
Always auto-include email history with each agent response
Never include email history with each agent's response
Let agents decide for each response
To allow agents to perform multiple actions such as forwarding and replying more than once on an email, select Allow Multiple Actions.
Note: When you enable this option, each email that an agent sends before they wrap up the interaction counts as a separate session with its own handle time. For example: An agent sends an initial response to an inbound email message, and the handle time is 10 minutes. If the agent then forwards the message to another participant, the timer starts over, and the handle time for this section is 2 minutes.
Click Save.
[NEXT] Was this article helpful?
Get user feedback about articles.
Manage ACD email routing - Genesys Cloud Resource Center