To change or add email addresses in the tocc, and bcc fields of an email reply:

  1. Click Reply .
  2. Click the to field. The tocc, and bcc fields appear.
  3. In the tocc, or bcc field, begin to type a name, and Genesys Cloud dynamically displays a list of contacts that match the input. 
  4. From the list of suggested contacts, click the wanted recipient’s email address
    Note: External contacts without an associated email address return a message indicating that the email is missing. If you know the recipient’s email address, exit Interactions and add it to the contact record in External Contacts.
    Alternatively, type a valid email address.
  5. Press Enter. To specify multiple email addresses, repeat steps 2 through 4.
  6. To send the email reply, click Send.