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Yes. We separated our voice interactions from email interactions due to the same exact reason you state below. This only became an issue for us when we tried to route emails thru a flow and into a voice/email queue. When dropping emails only into a queue, we had no issues whatsoever.
When you are sending multiple email addresses to one queue. When the Agent replies to the email from the queue it will use the queue's outbound email address to send the email.
Email flows into O365/Exchange Online, it then forwards to an Exchange contact that has a xyz.@***.mypurecloud.com address. When agent responds, it comes from firstname.lastname@example.org and flows thru SMTP Integration in Genesys back to O365/Exchange online and out to customer.
So in Email Config, we have two domains:
Realdomain.com Custom Type
Fakedomain.mypurecloud.com Genesy Cloud Type
Not in the case of any of the 3 separate GC tenants we run. Our queue email addresses are configured blank. No address. The email reply to is coded in email configuration on a per mailbox setting. And this worked great until we had to change 'Email Routing' and instead of routing "Always route to this queue", we chose "Always route to this flow" in order to inspect email responses for a Reply and weight those higher for in-queue placement.
Once we made that change, all responses came from a single address as per my comment below. On advice from Genesys, we had to create a new queue for email and once that was done, everything now works normally.
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