Genesys Cloud - Main

Hello,

I'm seeking a solution to override the "From" email address. Here's the scenario:

• Our website uses a standard mail form, sending all emails from "no-reply@domain.com".
• Agents are required to manually adjust the reply-to section before responding to the customer.

Hence, I'm looking to automate this process by replacing the "From" part. This way, agents won't need to manually change the address when replying.

Thanks.

#DigitalChannels
#Routing(ACD/IVR)

Hello,

When you create the e-mail from the web form you can add Reply-To with the customers e-mail.
This will change the To address when the agents reply to the e-mail.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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Thank you, Jan. While I understand that it's feasible to modify it by configuring the web form, I'm curious if there's a solution available from the Genesys Cloud side?!

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Hossam Naeem
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Original Message:
Sent: 04-06-2024 04:39
From: Jan Heinonen
Subject: Override "From" Section For Inbound Emails

Hello,

When you create the e-mail from the web form you can add Reply-To with the customers e-mail.
This will change the To address when the agents reply to the e-mail.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB
------------------------------