Hi Team - Here is our recent observation and confirmation from Genesys support (0003965806).
As per the current design, the email routed to the flow always shows the From Address configured in the Queue's outbound email address.
If the email is routed to the queue, it always shows the From Address configured in the email address routing configuration.
It is good to have a setting to override this behaviour to determine from where the "From address" should take when the agent is replying to the inbound email.
Currently, the customer requirement is to have a common queue for multiple email addresses, but the reply to the inbound email should show the custom domain of the corresponding from address, which is not happening due to the current limitation in Genesys.
To achieve this, we routed to the queue directly, but were unable to do custom logic that can be achieved through the flow; hence, routing to the flow will take the from address configured in the queue.
Email Address configuration
Route to Flow → the From Address is determined by the Queue's outbound email address configured on the Queue
Route to Queue → the From Address is determined by the From Address configured on the Route itself
#Integrations#Uncategorized------------------------------
Sivanesan Rathinam
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