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 ACD email and route emails using Architect and Genesys Cloud. 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