About email

Learn about the different types of emails that Genesys Cloud supports.

• Email interaction overview
• How does Genesys Cloud thread emails

Genesys Cloud considers the emails that agents send and all incoming emails as ACD emails. Genesys Cloud routes inbound email messages through ACD just like it routes calls and chats, using the same routing and evaluation methods. Learn how to set up inbound emails and route them to the best available agents.

• About ACD emails

Create mass email campaigns that help you engage with your customers. Learn how provision the outbound email campaign domains, create personalized email templates, and configure outbound email campaigns.

• Create an email campaign
• Set up a domain for outbound email campaigns
• Campaign management overview
• Digital campaigns view
• About outbound dialing
• Add an email campaign template message
• Do not contact lists view
• Rule management overview

Automate and trigger email notifications without the involvement of an agent.

• Set up a domain for outbound agentless email notifications
• Create agentless email notifications

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

• View an interaction’s summary
• View an interaction’s details
• Email delivery receipts

Your agents write and respond to email interactions with customers. Learn about the different actions available to agents on an email.

• Work with email interactions
• Search for content with transcripts
• Transfer a digital interaction
• Use canned responses during agent interactions