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2 different email address goes to same inbound email flow and I want to maintain the email address when replying back.

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  • 1.  2 different email address goes to same inbound email flow and I want to maintain the email address when replying back.

    Posted 11-25-2025 20:54
    No replies, thread closed.

    Can we have 2 different email address
    e.g. emailA and emailB go to same inbound email flow1 that then goes to queue1.
    And on queue1, the outbound email address is set as emailA.

    If an email comes from emailB and when we reply to the email in Genesys, will it show the customer email address emailA or emailB?

    I have tried this example and it sent emailA to the customer.
    Is there a way to send emailB, the email address customer emailed on?


    #ArchitectandDesign
    #PredictiveEngagement/Routing

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    Gita Jogia
    Voice Consultant – IT Services
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  • 2.  RE: 2 different email address goes to same inbound email flow and I want to maintain the email address when replying back.
    Best Answer

    Posted 11-25-2025 23:22
    No replies, thread closed.

    There is an idea called "Select From Email" that should be considered that will allow this.  Here is where you can vote:  https://genesyscloud.ideas.aha.io/ideas/CEEMAIL-I-324 and look at.  It is in development and there are some resource articles referencing it.  GA is slated for 1/12/26



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: 2 different email address goes to same inbound email flow and I want to maintain the email address when replying back.

    Posted 11-26-2025 00:58
    No replies, thread closed.

    After testing, I also found that:

    I have further tested,

    If you setup email routing to be 'Always route to this queue', it works, the reply comes from the email sender sent on.

    If you setup email routing to be 'Always route to this flow', and from the flow it routes to a queue,  it doesn't works, the reply comes from the email set on the queue.



    ------------------------------
    Gita Jogia
    Voice Consultant – IT Services
    ------------------------------



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