Hi, @Tynesha Smith
If I understood correctly, there may be two different scenarios here.
If you mean emails that were already assigned to an agent and that agent is out of office or unavailable, one possible approach is to move the interaction back to a queue using the replace/queue API:
POST /api/v2/conversations/{conversationId}/participants/{participantId}/replace/queue
This would require some automation or operational process to identify the interaction, the participant, and the target queue.
If you mean emails received outside business hours, I would handle that directly in the inbound email flow. Instead of transferring the email immediately to the queue, you can evaluate the schedule first. If the schedule is closed, keep the email in a loop with a Wait action, re-check the schedule, and only transfer to the queue when the schedule is open.
So the logic would be something like:
Evaluate Schedule
Closed → Wait → evaluate again
Open → Transfer to ACD
Just be careful with the maximum time the email can remain in the flow, especially if the closed period can be long, such as weekends or holidays.
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Arthur Pereira Reinoldes
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Original Message:
Sent: 06-11-2026 17:16
From: Tynesha Smith
Subject: Genesys Cloud Email Integration Implementation
How would you handle Out of Office emails? We're experiencing these emails not going into a queue for internal and external emails...
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Tynesha Smith
IT Operations Manager, Client Care
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Original Message:
Sent: 06-10-2026 14:02
From: Arthur Pereira Reinoldes
Subject: Genesys Cloud Email Integration Implementation
Hi, @Tynesha Smith
I think the most important thing with email routing is to avoid making the queue structure too complex from the beginning. For back-office workflows, it is very easy to create many queues for every possible request type, but over time, that can become hard to manage, report on, and forecast.
I would start by defining clear business rules around ownership, priority, SLA, and the type of request. For example, Treasury Management emails could be routed based on the mailbox, subject, keywords, customer segment, or some classification before reaching the queue. The key is to make sure each queue has a clear purpose and that agents know exactly what type of work should arrive there.
For workforce management, email behaves differently from voice because it is not only about real-time availability. Backlog, oldest email waiting, average handle time, and response SLA become very important. I would plan staffing based on arrival patterns and expected response time, not just volume.
In my opinion, the best approach is to keep the routing logic clean and avoid turning queues into shared mailboxes without ownership.
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Arthur Pereira Reinoldes
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