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  • 1.  Multiple Actions on an Email

    Posted 03-12-2026 12:55

    We're currently considering turning on the ability for agents to take multiple actions on a single email. This is in a high‑volume operational environment where agents frequently need to separate internal and external email responses

    The challenge we're seeing is that if an agent forwards an email to Person X and replies separately to Person Y, and both recipients reply, their responses end up threaded together. This undermines the intent of separating those conversations.

    Has anyone else chosen not to enable this feature because of this behavior? Or is there a legitimate fix or configuration option that addresses this without turning off email threading entirely?


    #Implementation

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    Daniel Rectenwald
    Owens Corning Corporate Services, LLC
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  • 2.  RE: Multiple Actions on an Email

    Posted 03-12-2026 13:45

    Hi Daniel,

    Great question.  Hopefully the community can feedback on the questions you have asked and provide solutions to the issue you have raised



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Multiple Actions on an Email
    Best Answer

    Posted 03-12-2026 20:34
    Edited by Jason Kleitz 03-13-2026 09:57
    Hi Daniel,
     
    Without allowing multiple actions, there is currently no native setting in Genesys Cloud that allows multiple agent actions in a single email while ensuring independent conversation threads for each, as Genesys Cloud groups emails based on the subject line.
     
    Therefore, the decision usually comes down to:
     
    either allow multiple actions for greater flexibility, or maintain single-action emails to preserve the strict separation of conversations.


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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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