Work with email interactions


The following permissions:

  • Conversation > Email > Create
  • Routing > Agent > OnQueue
  • Routing > Queue > Join
  • Routing > Queue > Search
  • Routing > Queue > View

Email interactions enable agents to receive and reply to customer email messages. Depending on organization and queue settings, an agent can receive multiple email messages at the same time or email messages while handling other interactions. For more information about handling multiple types of interactions at the same time, see Manage multiple interactions.

Genesys Cloud uses automatic call distribution (ACD) to route email interactions to agents in queues. Genesys Cloud routes email messages to agents based on a queue’s evaluation and routing methods. For example, Genesys Cloud routes an email message to an agent for any of the following reasons:

  • The agent speaks the same language as the customer.
  • The agent has particular skills.
  • The agent is the next available agent. 

Note: During email interactions, agents can find and send canned responses and use a script to guide them through interactions. Scripts prompt the agent to ask questions or allow them to update contact information. To request help from a supervisor during a chat interaction, agents can use Agent assistance. Email drafts are saved automatically and agents can see drafts when they view an email interaction.

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