Genesys Cloud - Main

Hello, 

We want to use the direct routing for emails. In our use case, the emails are sent to a generic email address and in the body the email is specifically addressed to the agent with first and last name. 

I'm able to extract the full name and retrieve the user ID. However, at the transfer to ACD level, the email is directly routed to the queue and there is no attempt to alert the agent. I have patched the generic email test address to my profile with the "directrouting" tag as indicated in the knowledge article "Set up direct routing - Genesys Cloud Resource Center"

What am I missing? Can the direct routing be used with a generic email address?

Thanks for the help

Vanessa

#DigitalChannels
#Routing(ACD/IVR)

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Vanessa Ting
Zurich Insurance Group
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I don't think Direct Routing will work this way. I think you could emulate direct routing by using preferred agent routing by doing a lookup of the user and adding this as the preferred agent field.  This would have a fallback of other agents in the queue if the preferred agent isn't available as well.

Maybe others in the community have some other ideas on how you could get this to work.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Hi Samuel, 

Thank you for your input. I have made the changes that you suggested by using preferred agent routing instead of direct routing and I have set an overflow queue when the email can not be assigned to the right agent. My tests have been successful! So next step will be to bring this to production. 

Thanks

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Vanessa Ting
Zurich Insurance Group
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Original Message:
Sent: 11-28-2025 06:26
From: Samuel Jillard
Subject: Direct routing email - Can it be used with a generic email address?

I don't think Direct Routing will work this way. I think you could emulate direct routing by using preferred agent routing by doing a lookup of the user and adding this as the preferred agent field.  This would have a fallback of other agents in the queue if the preferred agent isn't available as well.

Maybe others in the community have some other ideas on how you could get this to work.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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