About ACD emails

Genesys Cloud routes incoming email messages through ACD just like it routes calls and chats, using the same routing and evaluation methods and considering skills, language, priority, and agent utilization. 

• ACD email overview
• ACD emails FAQs
• AWS regions for ACD email

Learn how to set up domains to handle your incoming emails. Optionally use an SMTP server to send outbound emails and IMAP server to receive emails.

• Use the organization’s email domain name
• Send emails using the myPureCloud.com domain and store copies of received messages
• About the custom SMTP server integration for outbound emails
• About the custom IMAP integration for inbound emails
• Register your domain and redirect inbound messages 

Learn about the different routing scenarios and how to set up ACD email.

• Email routing scenarios
• Manage ACD email routing
• Configure organization-level email threading timeline

Learn to define the routing logic based on the actions that happen on the flow, and route emails using Architect and Genesys Cloud.

• Email rules overview
• Navigate an email flow
• Create an email flow for open and closed schedules
• About inbound email flows in Architect

View the details and performances of in-progress and completed interactions.

• View an interaction’s summary
• View an interaction’s details

Learn how agents can respond to emails sent from end users. 

• Work with email interactions
• Accept an email interaction
• Reply to or forward an email message interaction
• Transfer a digital interaction
• Park and unpark an email interaction
• Discard an email message