Genesys Cloud CX (formerly PureCloud)

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"From Address" vs "Outbound Email Address" precedence

  • 1.  "From Address" vs "Outbound Email Address" precedence

    Posted 9 days ago
    Hi Community

    We are implementing email ACD routing and found out the following:

    • If on the "Email Routing" configuration we set "Always route to this queue", whenever there is a reply from an agent the From address is taken from the "From Email Address" configuration" and not from the queue's "Outbound Email Address" setting.
    • However if we set the routing to "Always route to this flow", the From address is taken from the queue setting instead of taking it from the mailbox configuration.

    Does anybody know if this is expected behaviour? And if it is, Shouldn't the precedences be applied equally independently of the ACD email routing method?

    Thank you very much in advance.

    Best regards,
    #DigitalChannels
    #Integrations

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    Alfonso Colomina
    Banco Bilbao Vizcaya Argentaria, S.A.
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