FAQs: ACD emails

How does Genesys Cloud handle email flagged as containing a virus?

Genesys Cloud processes inbound email through AWS Simple Email Service (SES), which… [More]

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]