Genesys Cloud - Main

Hello,

I'm reaching out to see if anyone has experience using the email function specifically for internal teams that primarily receive emails from other internal employees.

I'm exploring this functionality for our Workforce Management team, but most of the information I've found so far is geared toward ACD or customer-facing use cases. In our case, I'm interested in whether it's possible to bypass automatic email routing and instead allow team members to manually pick up emails. Ideally, we'd also like the ability to flag emails under specific categories for better organization and tracking.

Any insights or examples of similar setups would be greatly appreciated!

#DigitalChannels

------------------------------
Jaina Fournel
Manager, WFM
------------------------------

Hello Jaina, 

I believe this is possible with some configuration. 

I would think that using the Custom SMTP integration. You can route emails through your company email servers first, this allows you to apply internal filters and policies before the emails reach GC. 

You will probably need to work with your email admin to configure the server routing rules. 

But I believe this maybe your best option. 

Hope this helps!

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------

I would look at the Graph API integration instead of custom SMTP.  As for how emails route, you can have each user with an email address that can be used with Direct Routing to send to them individually and overflow to a queue if necessary.  Alternatively, send these to a queue where they can manually pick them up.

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 06-13-2025 10:52
From: Cameron Tomlin
Subject: Emails

Hello Jaina, 

I believe this is possible with some configuration. 

I would think that using the Custom SMTP integration. You can route emails through your company email servers first, this allows you to apply internal filters and policies before the emails reach GC. 

You will probably need to work with your email admin to configure the server routing rules. 

But I believe this maybe your best option. 

Hope this helps!

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------