Hi Nick,
I took a look through the documentation, and I couldn't find a dedicated permission that specifically controls the ability to change the From address.
From what I found, this behavior appears to be driven by the email and queue configuration rather than by an additional privilege.
A few things I'd recommend checking:
Verify that all outbound email addresses have been added to the queue using Manage Addresses.
For each email address, confirm that Select From Email is enabled. According to the documentation, this is what allows the sender address to be selectable when composing an email.
Confirm that agents have the required permissions to send outbound emails. The documented prerequisites include Conversation > Email > Create, along with the recommended External Contacts permissions and Routing > Queue > View.
Have the affected agents sign out and back in after the configuration changes.
If all of the above is configured correctly and administrators can change the From address while agents still can't, I'd be interested to know if anyone else has seen the same behavior. At that point, it may be worth opening a Customer Care case so Support can determine whether this is expected behavior or a product issue.
References:
https://help.genesys.cloud/articles/use-organizations-email-domain-name/
https://help.genesys.cloud/articles/create-queues/
https://help.genesys.cloud/articles/send-outbound-email-behalf-queue/
https://help.genesys.cloud/articles/work-with-email-interactions/
I used Genesys Ask to help validate the documentation references and prerequisites mentioned above. If you'd like a second opinion or to further validate your specific scenario, you can also consult Genesys Ask through the Genesys Orchestrators portal:
https://orchestrators.genesys.com/
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Raphael Poliesi
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