Genesys Cloud - Main

I am hoping someone can help me with an issue we have?

The Resource Centre states "As an agent, you can forward an email to internal or external recipients" https://help.mypurecloud.com/articles/forward-an-email/    

At times we are required to forward emails to another staff member that does not use Cloud however they have been set up in Cloud as a user so agents can access their contact information. When forwarding an email it only comes up with the external contacts when searching not the users. We don't want to transfer the email via Cloud to the user as they don't use Cloud we actually want to send a copy of the email to the users personal work email address. Are we doing something wrong? Is this a bug? Or is this something that could be implemented?

Thanks

#Unsure/Other

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Rebecca Smith
AFSA (Australian Financial Security Authority)
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That would be an enhancement request, could you submit one? Alternatively, you can set these users up in external contacts.

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Lucie DeCristofaro
Genesys - Employees
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Thanks for your reply Lucie.
We don't want to set them up as external contacts as they aren't external.
I will submit an enhancement request.
Thanks!

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Rebecca Smith
AFSA (Australian Financial Security Authority)
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Original Message:
Sent: 09-08-2020 06:40
From: Lucie DeCristofaro
Subject: Forwarding emails to internal employees who do not use Genesys Cloud

That would be an enhancement request, could you submit one? Alternatively, you can set these users up in external contacts.

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Lucie DeCristofaro
Genesys - Employees
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