Can I reply to a closed email?

  • Conversation > Communication > Reconnect permission

Yes. For more information about how to reply to a closed email, see the Reconnect to a closed email section of any of the following articles:

  • You cannot reply to or reconnect an expired conversation. Expired conversations include the following:
  • You cannot reconnect to a conversation that is in a live or connected state. You can only reconnect disconnected conversations.
  • When you reconnect a conversation and reply to its email, the conversation timeline displays a new segment in which the participant appears as user.
  • When you reconnect and reply to an email, Genesys Cloud considers the reply to be outbound.