Add email addresses to an email reply

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

  1. Click Reply .
  2. Click the to field. The to, cc, and bcc fields appear.
  3. In the to, cc, or bcc field, begin to type an external contact’s name or email address. Genesys Cloud presents a list of suggested contacts.The to field in an email response that shows a list of two possible contacts
  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.