Can I reply to a closed email?

Prerequisites

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:

Notes:

This feature is supported for ACD Email only, which is the PureCloud Email provider.
You cannot reply to or reconnect an expired conversation. Expired conversations include the following:
- Conversations that have been inactive for 30 days or more.
- Conversations for which the threading time has expired. For more information, see Configure organization-level email threading timeline
- Conversations in organizations where threading is disabled.
You cannot reconnect to a conversation that is in a live or connected state. You can only reconnect disconnected conversations.
You can only reconnect interactions that an agent previously handled. Conversations disconnected by an architect flow before going to a queue or through the Admin > Disconnect function cannot be reconnected if they are never accepted or handled by a user.
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.