Genesys Cloud - Main

Hello everyone,

I need to forward an inbound email to an external address during the evaluation of the Inbound Email Flow.

I need to forward the incoming email including attachments.

Do you know if there is a way to forward an inbound email before it is routed to queue/ agent?

Thanks in advance, 

Hi Carmine,

here is the details that how you can forward email to external email addresses.

https://help.mypurecloud.com/articles/add-email-addresses-cc-bcc-fields/

Hello everyone,

I need to forward an inbound email to an external address during the evaluation of the Inbound Email Flow.

I need to forward the incoming email including attachments.

Do you know if there is a way to forward an inbound email before it is routed to queue/ agent?

Thanks in advance, 

Hello Ganesh,

I need to forward the email during the evaluation of Inbound Email Flow.

I have to forward this email (attachments included) to another email address (external to Genesys) before they are routed to an agent.

Thank you in advance,

Hi Carmine,

here is the details that how you can forward email to external email addresses.

https://help.mypurecloud.com/articles/add-email-addresses-cc-bcc-fields/

Hello everyone,

I need to forward an inbound email to an external address during the evaluation of the Inbound Email Flow.

I need to forward the incoming email including attachments.

Do you know if there is a way to forward an inbound email before it is routed to queue/ agent?

Thanks in advance, 

Try using the the Send Auto Reply action to forward the email. In the message body add the original message body(Email.Messae.body) variable along with Email.Message.attachments and in the Override Reply To field add the Forward email address. Let me know your results

https://help.mypurecloud.com/articles/send-auto-reply-action/

Hello Ganesh,

I need to forward the email during the evaluation of Inbound Email Flow.

I have to forward this email (attachments included) to another email address (external to Genesys) before they are routed to an agent.

Thank you in advance,

Hi Carmine,

here is the details that how you can forward email to external email addresses.

https://help.mypurecloud.com/articles/add-email-addresses-cc-bcc-fields/

Hello everyone,

I need to forward an inbound email to an external address during the evaluation of the Inbound Email Flow.

I need to forward the incoming email including attachments.

Do you know if there is a way to forward an inbound email before it is routed to queue/ agent?

Thanks in advance, 

Hi Ganesh,

using the Send Auto Reply I can't make a forward, but I can only add the external email address in CC or BCC in the reply to sender.

In addition, I didn't find a way to add the attachments in the Auto Reply.

Is possible that Genesys don't provide a way (via Architect) to forward an incoming email to an external address, including the attachments?

I didn't find out any documentation about this issue.

Regards,

------------------------------
Carmine Esposito
Senior Solution Engineer

Original Message:
Sent: 07-28-2025 12:59
From: Fnu Ganesh
Subject: How can I transfer an incoming email to an external address?

Try using the the Send Auto Reply action to forward the email. In the message body add the original message body(Email.Messae.body) variable along with Email.Message.attachments and in the Override Reply To field add the Forward email address. Let me know your results

https://help.mypurecloud.com/articles/send-auto-reply-action/

------------------------------
Thanks!

Ganesh S

Original Message:
Sent: 07-28-2025 12:44
From: Carmine Esposito
Subject: How can I transfer an incoming email to an external address?

Hello Ganesh,

I need to forward the email during the evaluation of Inbound Email Flow.

I have to forward this email (attachments included) to another email address (external to Genesys) before they are routed to an agent.

Thank you in advance,

------------------------------
Carmine Esposito
Senior Solution Engineer

Original Message:
Sent: 07-28-2025 12:31
From: Fnu Ganesh
Subject: How can I transfer an incoming email to an external address?

Hi Carmine,

here is the details that how you can forward email to external email addresses.

https://help.mypurecloud.com/articles/add-email-addresses-cc-bcc-fields/

------------------------------
Thanks!

Ganesh S

Original Message:
Sent: 07-28-2025 12:27
From: Carmine Esposito
Subject: How can I transfer an incoming email to an external address?

Hello everyone,

I need to forward an inbound email to an external address during the evaluation of the Inbound Email Flow.

I need to forward the incoming email including attachments.

Do you know if there is a way to forward an inbound email before it is routed to queue/ agent?

Thanks in advance, 

#API/Integrations
#DigitalChannels
#Implementation
#Outbound
#Routing(ACD/IVR)

------------------------------
Carmine Esposito
Senior Solution Engineer
------------------------------

You can add a user with the external email address and then in the flow use send to user using flow type workflow

------------------------------
Eystein Kylland
Systemutvikler Genesys Applikasjonsspesialist

Original Message:
Sent: 08-08-2025 03:44
From: Carmine Esposito
Subject: How can I transfer an incoming email to an external address?

Hi Ganesh,

using the Send Auto Reply I can't make a forward, but I can only add the external email address in CC or BCC in the reply to sender.

In addition, I didn't find a way to add the attachments in the Auto Reply.

Is possible that Genesys don't provide a way (via Architect) to forward an incoming email to an external address, including the attachments?

I didn't find out any documentation about this issue.

Regards,

------------------------------
Carmine Esposito
Senior Solution Engineer

Original Message:
Sent: 07-28-2025 12:59
From: Fnu Ganesh
Subject: How can I transfer an incoming email to an external address?

Try using the the Send Auto Reply action to forward the email. In the message body add the original message body(Email.Messae.body) variable along with Email.Message.attachments and in the Override Reply To field add the Forward email address. Let me know your results

https://help.mypurecloud.com/articles/send-auto-reply-action/

------------------------------
Thanks!

Ganesh S

Original Message:
Sent: 07-28-2025 12:44
From: Carmine Esposito
Subject: How can I transfer an incoming email to an external address?

Hello Ganesh,

I need to forward the email during the evaluation of Inbound Email Flow.

I have to forward this email (attachments included) to another email address (external to Genesys) before they are routed to an agent.

Thank you in advance,

------------------------------
Carmine Esposito
Senior Solution Engineer

Original Message:
Sent: 07-28-2025 12:31
From: Fnu Ganesh
Subject: How can I transfer an incoming email to an external address?

Hi Carmine,

here is the details that how you can forward email to external email addresses.

https://help.mypurecloud.com/articles/add-email-addresses-cc-bcc-fields/

------------------------------
Thanks!

Ganesh S

Original Message:
Sent: 07-28-2025 12:27
From: Carmine Esposito
Subject: How can I transfer an incoming email to an external address?

Hello everyone,

I need to forward an inbound email to an external address during the evaluation of the Inbound Email Flow.

I need to forward the incoming email including attachments.

Do you know if there is a way to forward an inbound email before it is routed to queue/ agent?

Thanks in advance, 

#API/Integrations
#DigitalChannels
#Implementation
#Outbound
#Routing(ACD/IVR)

------------------------------
Carmine Esposito
Senior Solution Engineer
------------------------------

Hi Eystein, thank you for your support.

I think your solution works fine, but remains the issue to how attach the original body email in the forward.

Have you any suggestions?

Thanks,

You can add a user with the external email address and then in the flow use send to user using flow type workflow

------------------------------
Eystein Kylland
Systemutvikler Genesys Applikasjonsspesialist

Original Message:
Sent: 08-08-2025 03:44
From: Carmine Esposito
Subject: How can I transfer an incoming email to an external address?

Hi Ganesh,

using the Send Auto Reply I can't make a forward, but I can only add the external email address in CC or BCC in the reply to sender.

In addition, I didn't find a way to add the attachments in the Auto Reply.

Is possible that Genesys don't provide a way (via Architect) to forward an incoming email to an external address, including the attachments?

I didn't find out any documentation about this issue.

Regards,

------------------------------
Carmine Esposito
Senior Solution Engineer

Original Message:
Sent: 07-28-2025 12:59
From: Fnu Ganesh
Subject: How can I transfer an incoming email to an external address?

Try using the the Send Auto Reply action to forward the email. In the message body add the original message body(Email.Messae.body) variable along with Email.Message.attachments and in the Override Reply To field add the Forward email address. Let me know your results

https://help.mypurecloud.com/articles/send-auto-reply-action/

------------------------------
Thanks!

Ganesh S

Original Message:
Sent: 07-28-2025 12:44
From: Carmine Esposito
Subject: How can I transfer an incoming email to an external address?

Hello Ganesh,

I need to forward the email during the evaluation of Inbound Email Flow.

I have to forward this email (attachments included) to another email address (external to Genesys) before they are routed to an agent.

Thank you in advance,

------------------------------
Carmine Esposito
Senior Solution Engineer

Original Message:
Sent: 07-28-2025 12:31
From: Fnu Ganesh
Subject: How can I transfer an incoming email to an external address?

Hi Carmine,

here is the details that how you can forward email to external email addresses.

https://help.mypurecloud.com/articles/add-email-addresses-cc-bcc-fields/

------------------------------
Thanks!

Ganesh S

Original Message:
Sent: 07-28-2025 12:27
From: Carmine Esposito
Subject: How can I transfer an incoming email to an external address?

Hello everyone,

I need to forward an inbound email to an external address during the evaluation of the Inbound Email Flow.

I need to forward the incoming email including attachments.

Do you know if there is a way to forward an inbound email before it is routed to queue/ agent?

Thanks in advance, 

#API/Integrations
#DigitalChannels
#Implementation
#Outbound
#Routing(ACD/IVR)

------------------------------
Carmine Esposito
Senior Solution Engineer
------------------------------

When I call the workflow I send the message id to the Workflow. Then I have created a Data action that retrieves the body and subject from the original mail. Use this api call: /api/v2/conversations/emails/${input.conversationId}/messages/${input.messageId}

Hi Eystein, thank you for your support.

I think your solution works fine, but remains the issue to how attach the original body email in the forward.

Have you any suggestions?

Thanks,

You can add a user with the external email address and then in the flow use send to user using flow type workflow

------------------------------
Eystein Kylland
Systemutvikler Genesys Applikasjonsspesialist

Original Message:
Sent: 08-08-2025 03:44
From: Carmine Esposito
Subject: How can I transfer an incoming email to an external address?

Hi Ganesh,

using the Send Auto Reply I can't make a forward, but I can only add the external email address in CC or BCC in the reply to sender.

In addition, I didn't find a way to add the attachments in the Auto Reply.

Is possible that Genesys don't provide a way (via Architect) to forward an incoming email to an external address, including the attachments?

I didn't find out any documentation about this issue.

Regards,

------------------------------
Carmine Esposito
Senior Solution Engineer

Original Message:
Sent: 07-28-2025 12:59
From: Fnu Ganesh
Subject: How can I transfer an incoming email to an external address?

Try using the the Send Auto Reply action to forward the email. In the message body add the original message body(Email.Messae.body) variable along with Email.Message.attachments and in the Override Reply To field add the Forward email address. Let me know your results

https://help.mypurecloud.com/articles/send-auto-reply-action/

------------------------------
Thanks!

Ganesh S

Original Message:
Sent: 07-28-2025 12:44
From: Carmine Esposito
Subject: How can I transfer an incoming email to an external address?

Hello Ganesh,

I need to forward the email during the evaluation of Inbound Email Flow.

I have to forward this email (attachments included) to another email address (external to Genesys) before they are routed to an agent.

Thank you in advance,

------------------------------
Carmine Esposito
Senior Solution Engineer

Original Message:
Sent: 07-28-2025 12:31
From: Fnu Ganesh
Subject: How can I transfer an incoming email to an external address?

Hi Carmine,

here is the details that how you can forward email to external email addresses.

https://help.mypurecloud.com/articles/add-email-addresses-cc-bcc-fields/

------------------------------
Thanks!

Ganesh S

Original Message:
Sent: 07-28-2025 12:27
From: Carmine Esposito
Subject: How can I transfer an incoming email to an external address?

Hello everyone,

I need to forward an inbound email to an external address during the evaluation of the Inbound Email Flow.

I need to forward the incoming email including attachments.

Do you know if there is a way to forward an inbound email before it is routed to queue/ agent?

Thanks in advance, 

#API/Integrations
#DigitalChannels
#Implementation
#Outbound
#Routing(ACD/IVR)

------------------------------
Carmine Esposito
Senior Solution Engineer
------------------------------

Hi Ganesh,

using the Send Auto Reply I can't make a forward, but I can only add the external email address in CC or BCC in the reply to sender.

In addition, I didn't find a way to add the attachments in the Auto Reply.

Is possible that Genesys don't provide a way (via Architect) to forward an incoming email to an external address, including the attachments?

I didn't find out any documentation about this issue.

Regards,

Try using the the Send Auto Reply action to forward the email. In the message body add the original message body(Email.Messae.body) variable along with Email.Message.attachments and in the Override Reply To field add the Forward email address. Let me know your results

https://help.mypurecloud.com/articles/send-auto-reply-action/

Hello Ganesh,

I need to forward the email during the evaluation of Inbound Email Flow.

I have to forward this email (attachments included) to another email address (external to Genesys) before they are routed to an agent.

Thank you in advance,

Hi Carmine,

here is the details that how you can forward email to external email addresses.

https://help.mypurecloud.com/articles/add-email-addresses-cc-bcc-fields/

Hello everyone,

I need to forward an inbound email to an external address during the evaluation of the Inbound Email Flow.

I need to forward the incoming email including attachments.

Do you know if there is a way to forward an inbound email before it is routed to queue/ agent?

Thanks in advance, 

Are you saying you need to first forward the email externally instead of routing via ACD based upon the logic in the Inbound Email flow?

Will that same email need to eventually route to ACD after the forward, somehow?

Hi Ganesh,

using the Send Auto Reply I can't make a forward, but I can only add the external email address in CC or BCC in the reply to sender.

In addition, I didn't find a way to add the attachments in the Auto Reply.

Is possible that Genesys don't provide a way (via Architect) to forward an incoming email to an external address, including the attachments?

I didn't find out any documentation about this issue.

Regards,

Try using the the Send Auto Reply action to forward the email. In the message body add the original message body(Email.Messae.body) variable along with Email.Message.attachments and in the Override Reply To field add the Forward email address. Let me know your results

https://help.mypurecloud.com/articles/send-auto-reply-action/

Hello Ganesh,

I need to forward the email during the evaluation of Inbound Email Flow.

I have to forward this email (attachments included) to another email address (external to Genesys) before they are routed to an agent.

Thank you in advance,

Hi Carmine,

here is the details that how you can forward email to external email addresses.

https://help.mypurecloud.com/articles/add-email-addresses-cc-bcc-fields/

Hello everyone,

I need to forward an inbound email to an external address during the evaluation of the Inbound Email Flow.

I need to forward the incoming email including attachments.

Do you know if there is a way to forward an inbound email before it is routed to queue/ agent?

Thanks in advance, 

Hi George, thank you for the support:

Are you saying you need to first forward the email externally instead of routing via ACD based upon the logic in the Inbound Email flow? Yes, exactly.

Will that same email need to eventually route to ACD after the forward, somehow? No. I don't need to route the same email to ACD after forward.

The solution proposed - external email address - could be fine (I don't test it yet), but I am not able to attach the original email in the forward from architect.

Thanks,

Are you saying you need to first forward the email externally instead of routing via ACD based upon the logic in the Inbound Email flow?

Will that same email need to eventually route to ACD after the forward, somehow?

Hi Ganesh,

using the Send Auto Reply I can't make a forward, but I can only add the external email address in CC or BCC in the reply to sender.

In addition, I didn't find a way to add the attachments in the Auto Reply.

Is possible that Genesys don't provide a way (via Architect) to forward an incoming email to an external address, including the attachments?

I didn't find out any documentation about this issue.

Regards,

Try using the the Send Auto Reply action to forward the email. In the message body add the original message body(Email.Messae.body) variable along with Email.Message.attachments and in the Override Reply To field add the Forward email address. Let me know your results

https://help.mypurecloud.com/articles/send-auto-reply-action/

Hello Ganesh,

I need to forward the email during the evaluation of Inbound Email Flow.

I have to forward this email (attachments included) to another email address (external to Genesys) before they are routed to an agent.

Thank you in advance,

Hi Carmine,

here is the details that how you can forward email to external email addresses.

https://help.mypurecloud.com/articles/add-email-addresses-cc-bcc-fields/

Hello everyone,

I need to forward an inbound email to an external address during the evaluation of the Inbound Email Flow.

I need to forward the incoming email including attachments.

Do you know if there is a way to forward an inbound email before it is routed to queue/ agent?

Thanks in advance, 

Hi George, thank you for the support:

Are you saying you need to first forward the email externally instead of routing via ACD based upon the logic in the Inbound Email flow? Yes, exactly.

Will that same email need to eventually route to ACD after the forward, somehow? No. I don't need to route the same email to ACD after forward.

The solution proposed - external email address - could be fine (I don't test it yet), but I am not able to attach the original email in the forward from architect.

Thanks,

Are you saying you need to first forward the email externally instead of routing via ACD based upon the logic in the Inbound Email flow?

Will that same email need to eventually route to ACD after the forward, somehow?

Hi Ganesh,

using the Send Auto Reply I can't make a forward, but I can only add the external email address in CC or BCC in the reply to sender.

In addition, I didn't find a way to add the attachments in the Auto Reply.

Is possible that Genesys don't provide a way (via Architect) to forward an incoming email to an external address, including the attachments?

I didn't find out any documentation about this issue.

Regards,

Try using the the Send Auto Reply action to forward the email. In the message body add the original message body(Email.Messae.body) variable along with Email.Message.attachments and in the Override Reply To field add the Forward email address. Let me know your results

https://help.mypurecloud.com/articles/send-auto-reply-action/

Hello Ganesh,

I need to forward the email during the evaluation of Inbound Email Flow.

I have to forward this email (attachments included) to another email address (external to Genesys) before they are routed to an agent.

Thank you in advance,

Hi Carmine,

here is the details that how you can forward email to external email addresses.

https://help.mypurecloud.com/articles/add-email-addresses-cc-bcc-fields/

Hello everyone,

I need to forward an inbound email to an external address during the evaluation of the Inbound Email Flow.

I need to forward the incoming email including attachments.

Do you know if there is a way to forward an inbound email before it is routed to queue/ agent?

Thanks in advance,