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  • 1.  Email Queue

    Posted 12-02-2025 12:04
    No replies, thread closed.

    Hi community,

     I need your help to deeply understand the behavior of email queues. Is it possible to respond from a queue that we do not belong to? Specifically, if I have an email queue "A" with the address "xxxx", is it possible to respond from that address without being a member of the queue?

     
    This option (Genesys Cloud to handle multiple "To" addresses will create two different interactions when an email is sent to both addresses, Route email to multiple destinations - Genesys Cloud Resource Center
    Genesys Cloud Resource Center remove preview
    Route email to multiple destinations - Genesys Cloud Resource Center
    Genesys Cloud can route emails with multiple recipients to corresponding queues or flows when 'Route Email to multiple destinations' is enabled in organization settings.
    View this on Genesys Cloud Resource Center >
    ), is not active in our organization."
    Thanks in advance

    #DigitalChannels

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    ANA BELEN ALONSO VIDALES
    CTI
    ------------------------------


  • 2.  RE: Email Queue
    Best Answer

    Posted 12-02-2025 15:57
    No replies, thread closed.

    Hello Ana,

    An agent who is not part of a queue should be able to respond to an email. However, there is an important distinction to note: An email interaction remains in the workgroup queue unless a non-member of the workgroup picks it up. If a non-member of the workgroup picks it up, it disappears from the workgroup queue.

    So while you can respond to these email interactions as a non-member, picking them up will remove them from the original workgroup's queue.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Email Queue

    Posted 12-03-2025 07:10
    No replies, thread closed.

    Hello Jason

    I understand that if someone who is not a member of the queue takes an email, it disappears from that queue, but if they forward it again with a response and without changes to the "subject" field, would a new interaction be generated (- 30 days) or is it possible that it would be identified as the same interaction?

    BR



    ------------------------------
    ANA BELEN ALONSO VIDALES
    CTI
    ------------------------------

    Original Message


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