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:

Domain Type	Description
Genesys Cloud	Built-in subdomain (e.g., `company.mypurecloud.com`) — no DNS configuration required
Custom	Corporate domain (e.g., `[email protected]`) — 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.

Once the domain is defined, create specific email addresses:

Field	Description
Email Address	The inbound address customers use (e.g., `[email protected]`)
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

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

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

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

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

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

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