Genesys Cloud - Main

When answering an email, PureCloud automaticly add's mailadress from the queue in the to: field. How can we dissable that feature?

Regards

Richard

PureCloud should only add the queue email address in the Reply To field. The email address sent in the Reply To field will be the one configured in the email setup as described in the "Add email addresses to the domain" part of the article in step 6:  https://help.mypurecloud.com/articles/manage-acd-email-routing/

Is this what you are seeing or are you seeing something else?

We do have to provide a valid email address there so that any replies to emails can be delivered back to PureCloud.

Hi Lucie, thanks for your answer, as you say PureCloud should only add the queue email in Reply To field, but somehow it is also in the To field.

Under queue setting we have only put in SLA and emailadress for outbound Email.

In the Domain email we have added our email adress in From Name and Reply to field.

Any obvious mistakes in setting it up?

Richard

It looks like you are forwarding/redirecting emails from your fjellinjen domain into PureCloud, which might be adding the extra email address in the To field.

Are you redirecting the email from your domain onto PureCloud the way described here or via some other rules?  https://help.mypurecloud.com/articles/about-acd-email-routing/

We also recently released this feature, which allows you to register your own domain name within PureCloud, if you'd like to take advantage of this:  https://help.mypurecloud.com/articles/use-organizations-email-domain-name/