Reply to or forward an email message interaction

Prerequisites 

The following permissions:

  • Conversation > Email > Accept
  • Conversation > Email > Create
  • Conversation > Email > Forward
  • Routing > Agent > OnQueue

How you reply to an email interaction depends on the email configuration for your contact center.

The default configuration is for a single action per email interaction. When you receive an email and you respond to it, the interaction is over.

To allow you to take multiple actions on a single email interaction, your admin can enable multiple actions per email interaction. Maybe you want to forward the email to another department to handle and you want to let the customer know that another department will respond with an answer. For more information, see the Add email addresses to the domain section of Use the organization’s email domain name.

Note: For more information about how to reconnect and reply to a closed email interaction, see Can I reply to a closed email?

  1. From the Conversations roster, select the email interaction you want to respond to.
  2. Perform one of the following steps:
    • To reply to the sender, click  Reply.
    • If multiple parties received the email message and you want to respond to all parties, click  Reply All.
    • To forward the message, click  Forward, type the email address of the person that you want to forward the email to, and press Enter. Alternatively, begin to type a name and select the intended external contact from the list of suggestions.
      Notes:
      • If the sender of the original message specified a custom reply-to address, Genesys Cloud uses this address when you reply.
      • Genesys Cloud supports one reply-to address. If the sender specified more than one reply-to address, then Genesys Cloud uses the first one when you reply.
      • If available the division information appears for external contacts in the list of suggestions.
      • If you enter an invalid email address, Genesys Cloud displays a warning.
      • To remove an email address, beside the email address, click Remove X.
      • To edit an email address, click the email and make the required changes.
      • An email address can have up to 255 characters.
  1. (Optional) If your admin configures email history as optional, then to include the previous messages of an email thread, click Show Message History. For more information, see Use the organization’s email domain name.
  2. Type a response. You can also add inline images or attachments. For more information about formatting the text in your response, see Format text in an email message.

    Note: If your admin has enabled Genesys Cloud to append email signatures when you send a message, to avoid duplicates, do not manually add a signature to your outgoing email interactions. For more information, see Use the organization's email domain name.

  3. Click Send.
  4. Complete any after contact work.
  5. The interaction leaves your Conversations roster.

  1. From the Conversations roster, select the email interaction you want to act on.
    Note: Genesys Cloud displays a compacted list of the message headers in the thread with the last message expanded. To expand or compact a message, click the message header.
  2. Perform one of the following steps:
    • To reply to the sender, click  Reply.
    • If multiple parties received the email message and you want to respond to all parties, click  Reply All.
    • To forward the message, click  Forward, type the email address of the person that you want to forward the email to, and press Enter. Alternatively, begin to type a name and select the intended external contact from the list of suggestions.
      Notes:
      • If the sender of the original message specified a custom reply-to address, Genesys Cloud uses this address when you reply.
      • Genesys Cloud supports one reply-to address. If the sender specified more than one reply-to address, then Genesys Cloud uses the first one when you reply.
      • If available the division information appears for external contacts in the list of suggestions.
      • If you enter an invalid email address, Genesys Cloud displays a warning.
      • To remove an email address, beside the email address, click Remove X.
      • To edit an email address, click the email and make the required changes.
      • An email address can have up to 255 characters.
  1. (Optional) If your admin configures email history as optional, to include the previous messages of an email thread, click Show Message History. For more information, see Use the organization’s email domain name.
  2. Type a response. You can also add inline images or attachments. For more information about formatting the text in your response, see Format text in an email message.

    Note: If your admin has enabled Genesys Cloud to append email signatures when you send a message, to avoid duplicates, do not manually add a signature to your outgoing email interactions. For more information, see Use the organization's email domain name.

  3. Click Send. The interaction remains in your Conversation roster.
  4. (Optional) To send more replies, repeat steps 2–5.
  5. To end the interaction, click Disconnect. The disconnect email icon
  6. Complete any after contact work.
  7. The interaction leaves your Conversations roster.

Note: If your admin enables Enable Multiple Actions, each email that an agent sends before they wrap up the interaction counts as a separate session with its own handle time. For example: An agent sends an initial response to an inbound email message, and the handle time is 10 minutes. If the agent then forwards the message to another participant, the timer starts over, and the handle time for this section is 2 minutes.