Email — Domains & Routing Topic Detail Navigation Admin → Contact Center → Email Purpose Configure email domains, addresses, routing logic, and agent experience settings Max Recipients 50 total (To + CC + BCC combined) BCC Limit Maximum 5 hidden recipients per email Step 1 — Email Domains Before receiving email, define the domain: Navigate to Admin → Contact Center → Email → Domains Domain Type Description Genesys Cloud Built-in subdomain (e.g., company.mypurecloud.com ) — no DNS configuration required Custom Corporate domain (e.g., support@company.com ) — requires DNS MX record or forwarding + DNS verification Campaign/Agentless Used specifically for outbound-only notifications — no inbound routing Custom domains require DNS verification before Genesys Cloud can send or receive on your behalf. Step 2 — Email Address Configuration Once the domain is defined, create specific email addresses: Field Description Email Address The inbound address customers use (e.g., support@company.com ) From Name Friendly display name shown in the customer's inbox (e.g., "Global Support Team") From Email Address Address the recipient sees when an agent replies — must be verified within your Genesys Cloud domain Reply To Optional — overrides the From address when a customer clicks reply; useful for directing replies to a specific mailbox BCC Recipients Up to 5 hidden recipients on every outbound response — agents cannot see or remove these; count toward the 50-recipient limit Email History Controls whether the prior conversation thread is included in agent replies Email Actions Enables/disables Multiple Replies or Forwards within the same thread Email History Options Option Behavior Always Automatically includes the full prior thread Never Sends a clean reply without history Let Agent Decide Provides the agent a toggle to include or exclude history Step 3 — Routing & Handling Logic Routing Option Description Route to a Queue Directly assigns email to an agent group — can also set ACD Skills, Language, and Priority Route to a Flow Sends email to an Architect Inbound Email Flow for automated processing or keyword-based routing Do Not Route For outbound-only addresses — no inbound routing expected Spam Routing Option Behavior Route Spam to a Flow Sends flagged emails to a specific Architect flow for manual supervisor review Disconnect Automatically drops spam so it never reaches an agent Email Quick Reference Field Constraint Max Recipients 50 total (To + CC + BCC) BCC Limit 5 addresses maximum Priority Added to Time in Queue in minutes for routing rank Spam Handling Disconnect or Route to Flow Enqueue Flow Architect flow handling the email while it waits in queue Queue Email Tab Settings These settings are configured per queue under the Email tab of the Queue configuration: Field Description Service Level & Target SLA goal — typically set in hours (e.g., 90% within 4 hours) Alerting Timeout Seconds email flashes on agent screen before moving to next agent Auto-Answer Enabled = email workspace opens immediately; best for high-volume environments Outbound Email Address Address recipients see when an agent replies from this queue Email Domain Verified domain used for outbound email In-Queue Email Flow Architect Inbound Email Flow — can perform keyword routing Default Script Script displaying customer history or canned response suggestions Auto-Reply Sends an immediate acknowledgement before an agent reviews the email Interview Cheat Sheet Question Answer What are the three domain types? Genesys Cloud (built-in), Custom (DNS verified), Campaign/Agentless (outbound only) Max total recipients per email? 50 (To + CC + BCC combined) Max BCC recipients? 5 How does Priority affect email routing? It adds minutes to the Time in Queue for ranking What are the spam routing options? Disconnect or Route to Flow What must be done before using a custom domain? DNS verification