PureCloud 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

Learn how to set up ACD email and route emails using Architect and PureCloud. Optionally use an SMTP server to send outbound emails.

• Manage ACD email routing
• About inbound email flows in Architect
• Navigate an email flow
• About email rules
• Email routing scenarios
• Create an email flow for open and closed schedules
• About the custom SMTP server integration for outbound emails

Agents can respond to emails sent from end users. 

• Work with email interactions
• Accept an email message
• Reply to an email message
• Transfer an email message
• Discard an email message