Email interaction overview

Using the Genesys Cloud email offering, organizations can set up outbound email campaigns to send bulk emails or can set up agentless email notifications to send automated emails upon the occurrence of specific events. When customers reply to your email messages, Genesys Cloud considers the inbound email as an ACD email, and routes it based on the configuration set at the queue level.

You can use either the default option of Amazon Web Service’s Simple Email Service (SES) or a custom SMTP server to send outbound emails.