Genesys Cloud - Main

Hi Community,

We'd like to seek clarification, particularly managing high interaction volumes across emails and messaging. We are also planning to use Genesys Cloud email domains in the future.

If we do use Genesys Cloud email domains:

1) Email Management (Folders, Rules, Filtering)

• Will the system provide folder-like structure (Inbox, Sent, Junk, etc.) similar to Microsoft Outlook?

2) Centralized Email Inbox Visibility

• Will agents be able to view all incoming emails in a centralized inbox view within Genesys Cloud?
• While search functionality is available, having a complete thread view in one interface would improve efficiency and reduce system switching.

3) Access to Sent Items / Email History

• Will there be a "Sent Items" or equivalent view for agents?
• This is important for:
  • Referring to how similar cases were previously handled
  • Avoiding duplicate or conflicting replies
  • Tracking email forwarding history (to check where to forward the email to)

Regards,

TziYoung

#DigitalChannels

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Tzi Young
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1. No file structure in Genesys. While you can look at folders in Office365 using IMAP or Graph API, you can only divide up emails in Genesys by queue or skill.
2. Only if you bring them into a single queue effectively.  There soon should be. A preview of emails but probably not threaded.  You can use. interactions view to see some of what you are looking for using filters.
3. Interactions view will have all historical and real time emails where you can view the threads, reply to closed emails, and report on all performance metrics around Emails 

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 04-13-2026 22:03
From: Tzi Young
Subject: Questions Regarding Emails

Hi Community,

We'd like to seek clarification, particularly managing high interaction volumes across emails and messaging. We are also planning to use Genesys Cloud email domains in the future.

If we do use Genesys Cloud email domains:

1) Email Management (Folders, Rules, Filtering)

• Will the system provide folder-like structure (Inbox, Sent, Junk, etc.) similar to Microsoft Outlook?

2) Centralized Email Inbox Visibility

• Will agents be able to view all incoming emails in a centralized inbox view within Genesys Cloud?
• While search functionality is available, having a complete thread view in one interface would improve efficiency and reduce system switching.

3) Access to Sent Items / Email History

• Will there be a "Sent Items" or equivalent view for agents?
• This is important for:
  • Referring to how similar cases were previously handled
  • Avoiding duplicate or conflicting replies
  • Tracking email forwarding history (to check where to forward the email to)

Regards,

TziYoung

#DigitalChannels

------------------------------
Tzi Young
------------------------------