• Admin role

Define whether an inbound email with multiple recipients that belong to multiple destinations such as queues or flows, must be routed to all the destinations in the email.

  1. Click Admin.
  2. Under Account Settings, click Organization Settings.
  3. Click the Settings tab.
  4. Under Contact Center, enable Route Email to multiple destinations.
  5. Click Save.

When you enable this option, the system creates an interaction for each recipient in the email and routes the interaction to a queue or flow. For example, if an email from a customer includes sales@example and, it routes to two separate queues and creates two separate interactions. The agents in the corresponding queues can see the email recipients and they can reply to them. When they reply to all of them, an email thread updates for the included interactions and the agents.

Email with multiple destinations goes through an Architect email flow, which uses the field that allows them to make routing decisions within the flow. For more information, see Architect built-in variables.