About ACD emails
Using Genesys Cloud ACD email, your agents can send and receive email through your own domain or the Genesys Cloud domain. You can install the SMTP integration to send email from your own server, define routing and evaluation methods and route emails considering skills, language, priority, and agent utilization. You can also monitor queue activity, and view and analyze completed email interactions.
About ACD email
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.
Learn how to set up domains to handle your incoming emails. Optionally use an SMTP server to send outbound emails.
Set up ACD email
Learn about the different routing scenarios and how to set up ACD email.
Learn to define the routing logic based on the actions that happen on the flow, and route emails using Architect and Genesys Cloud.
Analyze email interaction data
View the details and performances of in-progress and completed interactions.