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I'm wondering if there is a set logic for a case when a customer sets several email addresses that are configured in genesys cloud in the 'to'-field for an inbound email.
eg. the customer addresses the email to both email@example.com (queue customerservice) and firstname.lastname@example.org (queue complaints), and both these addresses are picked up and routed in genesys cloud.
It seems that there is only one interaction created; but I wanted to know if the selection of which queue to use is made at random or if it's predefined (for instance by selecting the first entry in the to-field).
Hoping somebody has some insights to share on this :)
Again, lucky for you, that came out on May 10:
Administrators can now define whether an inbound email that contains multiple recipients and belongs to multiple destinations routes to all destinations in the email, such as queues or flows. For more information, see Route email to multiple destinations. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Nice, I wasn't aware of that feature!
Reading the linked documentation; I understand how to configure to enable both queues to receive the same interaction - do we know the behavior if the feature isn't enabled?
How is the decision on which queue get's the email done without enabling that all destination receives an item?
If not enabled, all go to the first to address in the list.
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