About emails in the Genesys Cloud embedded clients


Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

Genesys Cloud can route inbound emails and inbound Salesforce emails (Genesys Cloud for Salesforce only), and send outbound emails.

The following content applies to Genesys Cloud for Chrome and Genesys Cloud for Firefox.

Inbound emails (agents)

Genesys Cloud routes emails to queues. Agents pick up emails in the client like any other interaction. 


Outbound emails (agents)

Agents can send emails on behalf of a queue or use the click-to-email functionality.


Screen pop (administrators)

Administrators can customize the screen pop behavior of email interactions with Architect flows.


Scripts (agents)

Agents can use scripts with email interactions.


Scripts (administrators)

Administrators can add scripts to email interactions with Architect flows.


Additional resources

For more information about the integrations, see the main landing page.

The following content applies to Genesys Cloud Embeddable Framework.

Inbound emails (agents)

Genesys Cloud routes emails to queues. Agents pick up emails in the client like any other interaction. 


Outbound emails (agents)

Agents can send emails on behalf of a queue or use the click-to-email functionality.


Interaction attributes (administrators)

Administrators can customize how interaction details appear on interactions in the client. Administrators can also add interaction attributes to call logs.


Scripts (agents)

Agents can use scripts with email interactions.


Scripts (administrators)

Administrators can add scripts to email interactions with Architect flows.


Additional resources

For more information about the integrations, see the main landing page.

The following content applies to Genesys Cloud for Salesforce.

Inbound emails (agents)

Genesys Cloud routes emails to queues. Agents pick up emails in the client like any other interaction. 


Inbound Salesforce emails (agents)

Agents pick up emails in the client like any other interaction, but respond to Salesforce emails on the case within Salesforce. 


Inbound Salesforce emails (administrators)

Administrators can configure Genesys Cloud for Salesforce to route Salesforce emails through Genesys Cloud.


Outbound emails (agents)

Agents can send emails on behalf of a queue or use the click-to-email functionality.


Interaction attributes (administrators)

Administrators can customize how interaction details appear on the interactions in the client. Administrators can also synchronize interaction attributes to the Salesforce activity records. Limitations exist with Lightning Experience.


Screen pop (administrators)

Administrators can customize the screen pop behavior of email interactions with Architect flows.


Scripts (agents)

Agents can use scripts with email interactions.


Scripts (administrators)

Administrators can add scripts to email interactions with Architect flows.


Additional resources

For more information about the integration, see the main landing page.

The following content applies to Genesys Cloud for Zendesk.

Inbound emails (agents)

Genesys Cloud routes emails to queues. Agents pick up emails in the client like any other interaction. 


Outbound emails (agents)

Agents can send emails on behalf of a queue or use the click-to-email functionality.


Interaction attributes (administrators)

Administrators can map interaction attributes to Zendesk ticket fields. 


Screen pop (administrators)

Administrators can customize the screen pop behavior of email interactions with Architect flows.


Scripts (agents)

Agents can use scripts with email interactions.


Scripts (administrators)

Administrators can add scripts to email interactions with Architect flows.


Additional resources

For more information about the integration, see the main landing page.