The following table shows the AWS regions that correlate to ACD email availability.

Sometimes, the AWS region used for ACD email differs from the corresponding AWS region. In such cases, while the email processing and data storage occurs in the AWS region, the email passes through the AWS region for ACD email. For example, your organization’s AWS region is ap-northeast-1 and the corresponding AWS region used for ACD email is us-east-1. When a user in your organization sends an email, the email processing and data storage takes place in ap-northeast-1, while it passes through us-east-1.

Note: As an exception, in the United Arab Emirates and Zurich regions, Genesys Cloud temporarily stores the body of the email in the AWS regions for ACD email and deletes it as soon as the email is processed.
Genesys Cloud AWS region AWS region name AWS region used for ACD email
US East (N. Virginia)
US East 2 (Ohio) us-east-2 us-east-1
US West (Oregon) us-west-2 us-west-2
Canada (Canada Central) ca-central-1 us-east-1
South America (São Paulo) sa-east-1 us-east-1
EU (Ireland) eu-west-1 eu-west-1
EU (Frankfurt) eu-central-1 eu-west-1
EU (London) eu-west-2 eu-west-1
EU (Zurich) eu-central-2 eu-central-1
Asia Pacific (Mumbai) ap-south-1 us-west-2
Asia Pacific (Osaka) ap-northeast-3 ap-northeast-1
Asia Pacific (Seoul) ap-northeast-2 us-west-2
Asia Pacific (Sydney) ap-southeast-2 us-east-1
Asia Pacific (Tokyo) ap-northeast-1 us-east-1
United Arab Emirates (UAE) me-central-1 ap-southeast-1