Configure agents to send emails

Note: This article applies to CX Cloud from Genesys and Salesforce.

In Salesforce Service Cloud Voice, you can allow agents to send outbound emails to customers using the CX Cloud, Digital and AI component in the utility. Assign the custom permission SendOutboundEmail to the agent’s profile. In Genesys Cloud, in order for Salesforce agents to send outbound emails, the agents must be a member of at least one queue that you configure for outbound email.
Agents can use the search field to find the Genesys Cloud queue and the contacts from Salesforce and Genesys Cloud. Even if there are no matches for the contact but the entered value is a valid email address, the agent can send an email.

The following custom permissions are available for email:

genesysps.CreateEmailAttachment
genesysps.CreateWebMessageAttachment
genesysps.DeleteEmailAttachment
genesysps.ReadEmailAttachment
genesysps.SendOutboundEmail

To enable custom permissions, see Enable Custom Permissions in Profiles in the Salesforce documentation.