About email

Organizations can use the email channel of digital interaction to trigger outbound emails and to receive inbound email interactions. The outbound emails can be used for campaign management or to trigger agentless email notifications. 


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

ACD email

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.

Outbound email campaign

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.

Agentless email

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

Analyze email interaction data

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

Work with email interactions

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

Email pricing

Know how Genesys Cloud charges the email campaigns and agentless email notifications features.