FAQs: ACD emails
How does Genesys Cloud thread email messages?
To provide agents with as much context as possible for customer replies, [More]
How does Genesys Cloud handle email marked as spam?
Email can be true spam or incorrectly marked as spam. Genesys Cloud leverages Amazon SES [More]
Does placing a call on behalf of a queue affect standard ACD routing?
The manually-dialed outbound call on behalf of queue counts as resetting the [More]
What does Not responding mean?
When an agent declines or does not answer an interaction within a [More]
What do the timers in an interaction mean?
The first timer shows how long the interaction has been active. Depending [More]
Why is an email routed from a queue to an agent no longer in that queue?
For emails, Genesys Cloud routes the interaction to the previous agent if [More]
Can I block email from specific email addresses?
You can block specific email addresses from sending emails to your agents. [More]
What are ACD email message and attachment size limits?
The maximum outgoing message size, including attachments: 10 MB per message (after [More]
Can I route to a different location based on a word in the subject line?
To route to a different location based on a word in the [More]
Can I route to a different location based on the sender’s email address?
To route to a different location based on the domain-part of the [More]
Is there a character limit for string variables in Architect email flows?
In Architect, the limit for string variables is 32K. For decisions using [More]
Why do I get error messages when setting up a custom MAIL FROM domain?
If you use your own MAIL FROM domain, you must meet Amazon [More]