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  • 1.  Priority configured in Transfer to ACD

    Posted 03-25-2026 05:00

    HI community,

    Priority configured in Transfer to ACD node not being applied
     
    We have an Inbound Email flow in Genesys Cloud Architect with the following structure:
     
    • A Switch node that evaluates the email subject and body using Contains expressions to route interactions based on content
    • Each branch of the Switch connects directly to a Transfer to ACD node with a specific Priority value configured as a literal

    Despite having the Priority field correctly configured in each Transfer to ACD node, all interactions arrive at the queue with priority 0.
    The Set Priority action is not available in Inbound Email flows, only in In-Queue flows, so we cannot use it as a workaround
     
    Any ideas how to fix it?
    Thanks in advance
    BR

    #DigitalChannels

    ------------------------------
    ANA BELEN ALONSO VIDALES
    CTI
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  • 2.  RE: Priority configured in Transfer to ACD

    Posted 03-25-2026 05:53

    Hi Ana

    I found this on the community regarding priority for email interactions - https://community.genesys.com/discussion/transferred-email-interactions-stripping-priority

    Although it mentions for transferred interactions, perhaps its something that you can also test and see if it resolves your current issue.

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
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  • 3.  RE: Priority configured in Transfer to ACD
    Best Answer

    Posted 03-25-2026 06:07

    Hi Ana,

    This thread discusses a similar scenario and may help:

    https://community.genesys.com/discussion/priority-email-queue

    In particular, they suggest using a Data Table to dynamically determine priority, which is a good approach for managing logic more cleanly (even though applying it directly in the flow can still be limited).

    Hope this helps 



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
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