What happens when a single email is sent to two or more ACD email addresses in Genesys Cloud?
When a single email routes to two or more ACD email addresses in Genesys Cloud, the system follows the routing behavior based on the first email address to which it is alerted on the incoming email. The remaining email alerts are threaded to the original email interaction. This behavior results in routing a single interaction.
If the administrator has enabled the Route Email to multiple destinations option in the Organization Settings, then the email is routed to all the destinations in the inbound email. For more information, see Route email to multiple destinations.