Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Microsoft Teams, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

Prerequisites

  • Conversation > Email > Create permission
  • Member of a queue with an outbound email address

If your administrator granted you permission, you can send an email on behalf of a queue.

Tip: If you want to send emails on behalf of the same queue, before sending your first email, configure on behalf of queue to remember your queue selection.
  1. Click Menu  > New Interaction.
  2. Select Email. New Interaction type selection
  3. In the On Behalf of Queue box, type a queue name.

    As you start to type, a list of queues appear.

    Note: The client only auto-completes and returns queue names in the search results for queues that you are member of. The queue that you select must have an outbound email address associated with it. For more information, see Manage queues.
    New Interaction window for emails

  4. In the Email Recipient box, type at least one email address.

    You can add multiple email addresses separated by a space or comma. 

    Note: The Compose button remains unavailable until you enter both a valid queue name and a properly formatted email address.
    New Interaction window for emails

  5. Click Compose.

    In the client, an email interaction connects. You can blind transfer or disconnect the email interaction. (Disconnecting the email interaction cancels the email.)

    Note: If you do not have access to call logs, Interaction Log does not appear on interactions.

    Email interaction connected

  6. Click Email.

    An Interactions window opens. In the client, the Email icon turns orange, indicating that an Interactions window is open or accessible.Email interaction connected

  7. Write your email in the Interactions window.Interactions window with email interaction

  8. When you are ready to send the email, click Send in the Interactions window.

    In the client, you are disconnected from the email interaction and the Wrap-up window automatically opens.

    Note: If call logging is disabled, then the Notes section appears in the Wrap-up window.

    Wrap-up window

  9. To complete wrap-up work, select your wrap-up code in the client or in the Interactions window and click Done.

    The email interaction deallocates from your interaction list. In the example, the Email icon remains orange, indicating that the Interactions window is open or accessible.

    If you close the Wrap-up window without clicking Done, the Wrap-up icon turns red, indicating that you need to complete wrap-up work.Email interaction disconnected

For more information, see Click-to-dial, Configure on behalf of queue, and About emails.

For more information about the integrations, see About the Genesys Cloud browser extensions, About Genesys Cloud Embeddable Framework, About Genesys Cloud for Microsoft Teams, About Genesys Cloud for Salesforce, and About Genesys Cloud for Zendesk.