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Genesys Cloud can route inbound emails and inbound Salesforce emails (Genesys Cloud for Salesforce only), and send outbound emails.
The following content applies to Genesys Cloud for Chrome and Genesys Cloud for Firefox.
Genesys Cloud routes emails to queues. Agents pick up emails in the client like any other interaction.
Agents can send emails on behalf of a queue or use the click-to-email functionality.
Administrators can customize the screen pop behavior of email interactions with Architect flows.
Agents can use scripts with email interactions.
Administrators can add scripts to email interactions with Architect flows.
For more information about the integrations, see the main landing page.
The following content applies to Genesys Cloud Embeddable Framework.
Genesys Cloud routes emails to queues. Agents pick up emails in the client like any other interaction.
Agents can send emails on behalf of a queue or use the click-to-email functionality.
Administrators can customize how interaction details appear on interactions in the client. Administrators can also add interaction attributes to call logs.
Agents can use scripts with email interactions.
Administrators can add scripts to email interactions with Architect flows.
For more information about the integrations, see the main landing page.
The following content applies to Genesys Cloud for Salesforce.
Genesys Cloud routes emails to queues. Agents pick up emails in the client like any other interaction.
Agents pick up emails in the client like any other interaction, but respond to Salesforce emails on the case within Salesforce.
Administrators can configure Genesys Cloud for Salesforce to route Salesforce emails through Genesys Cloud.
Agents can send emails on behalf of a queue or use the click-to-email functionality.
Administrators can customize how interaction details appear on the interactions in the client. Administrators can also synchronize interaction attributes to the Salesforce activity records. Limitations exist with Lightning Experience.
Administrators can customize the screen pop behavior of email interactions with Architect flows.
Agents can use scripts with email interactions.
Administrators can add scripts to email interactions with Architect flows.
For more information about the integration, see the main landing page.
The following content applies to Genesys Cloud for Zendesk.
Genesys Cloud routes emails to queues. Agents pick up emails in the client like any other interaction.
Agents can send emails on behalf of a queue or use the click-to-email functionality.
Administrators can map interaction attributes to Zendesk ticket fields.
Administrators can customize the screen pop behavior of email interactions with Architect flows.
Agents can use scripts with email interactions.
Administrators can add scripts to email interactions with Architect flows.
For more information about the integration, see the main landing page.
The following content applies to Genesys Cloud for Microsoft Teams.
Genesys Cloud routes emails to queues. Agents pick up emails in the client like any other interaction.
Agents can send emails on behalf of a queue or use the click-to-email functionality.
Agents can use scripts with email interactions.
Administrators can add scripts to email interactions with Architect flows.
For more information about the integration, see the main landing page.
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