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  • 1.  Multiple EMail Addresses - Queue Config

    Posted 05-19-2026 02:59

    Hi,

    Anyone been able to use this feature following the 4th May updates. I have full permissions to edit queues but can not see the 'Manage Addresses' on any que configuration tabs.

    Does this only apply to 'Genesys Cloud Domains' and not 'Custom Domains' ?

    Create and configure queues - Genesys Cloud Resource Center

    Regards, 


    #Roadmap/New Features
    #Genesys Announcements

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    Neil Jones
    Voice Comms Lead
    Awaze Uk
    neil.jones@awaze.com
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  • 2.  RE: Multiple EMail Addresses - Queue Config
    Best Answer

    Posted 05-19-2026 04:35

    Hi, I believe this is releasing this week. It's on this weeks release notes.



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    Savino Ricci
    Senior Technical Consultant
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  • 3.  RE: Multiple EMail Addresses - Queue Config

    Posted 05-19-2026 04:58

    Hi Neil, looks like this feature is actually planned for release this week based on the FAQ/update below, which may explain why the "Manage Addresses" option is not visible yet in queue configuration.

    https://help.genesys.cloud/419863/#support-for-multiple-from-email-addresses-per-queue



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    Phaneendra
    Technical Solutions Consultant
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  • 4.  RE: Multiple EMail Addresses - Queue Config

    Posted 05-19-2026 05:44

    Yes, for some reason I was under the impression it has already been released.

    Regards,



    ------------------------------
    Neil Jones
    Voice Comms Lead
    Awaze Uk
    neil.jones@awaze.com
    ------------------------------

    Original Message


  • 5.  RE: Multiple EMail Addresses - Queue Config

    Posted 05-29-2026 08:51

    I was able to set up email addresses for a single queue.

    As an administrator, I can select an email address from the FROM panel. However, agents don't see this option. They have a Cloud 3 license. It's possible that the issue lies in the access or permissions settings. I can't find any information on where to configure this.



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    Michał Wójcik
    -
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    Original Message


  • 6.  RE: Multiple EMail Addresses - Queue Config

    Posted 24 days ago

    Hi Michal,

    This is my experience as well.  Were you able to get past it?  It feels like a permission issue but it is going to be a tedious process to add permissions that my admin account may have that my agent account does not.  I don't see anything named in an obvious way that would allow this to work.  

    Thanks,

    - Mike



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    Mike Croft
    Sr Tech Specialist, Client Care Tech
    Equitable Life Canada
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    Original Message


  • 7.  RE: Multiple EMail Addresses - Queue Config

    Posted 9 days ago

    Hi Mike,

    We encountered the same issue and used the     Master Admin role to review the email-related permissions one by one for the From dropdown.

    Through our testing, we found that the missing permission required to enable the From dropdown when sending an outbound email on behalf of a queue is Routing > Email > View.

    However, we also noticed that this prerequisite permission is not currently documented in the following Genesys article:

    https://help.genesys.cloud/articles/send-outbound-email-behalf-queue/



    ------------------------------
    John Joseph Omanad
    NA
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    Original Message


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