Genesys Cloud - Main

When a sender puts two supported email addresses in the To field of a single email (e.g., annuity@example.com and lifedi@example.com), I need the interaction to reach both ACD queues - one queue per address - each with its own skill. Today they share one queue separated only by skill; I'm splitting Annuity into its own new queue.

Current design

A Data Table (Email Routing) maps each To address → Queue Name + Skill Name.
The main inbound flow does a Data Table Lookup on the recipient, then Transfer to ACD using FindQueue(Flow.QueueName) and skill FindSkill(Flow.SkillName).
For the dual-address case I built a test flow that captures Count(Email.Message.to) and, when it's > 1, enters a Loop and calls the Agentless Email – Send to Single Recipient Data Action per address.

We have Global settings, but we would like to achieve it Architect level.

How can we achieve this?

Hi Reddi,

I haven't implemented this exact scenario, but I came across the Route Email to Multiple Destinations capability, which looks very relevant to your requirement.

From the documentation, when this is enabled and an inbound email contains multiple recipients that belong to different destinations, Genesys Cloud creates a separate interaction for each recipient and routes each interaction to the corresponding queue or flow.

The resulting interactions still go through an Architect email flow, where Email.Message.route.id can be used to make the routing decision.

The only catch is that this capability is enabled at the organization level, rather than purely within Architect. I couldn't find an Architect-only equivalent in the documentation for splitting a single inbound email into multiple ACD interactions.

It may be worth reviewing this before going down the Loop + Agentless Email approach.

Full Genesys documentation:

https://help.genesys.cloud/articles/route-email-to-multiple-destinations/

Hope this helps!

For two support email addresses, you can assign two separate Inbound Email flows

OR

Enable the settings as provided in this document.
Route email to multiple destinations - Genesys Cloud Resource Center

Common Inbound Email flow:
key "Email.Message.route.id" for data table lookup.

------------------------------
Yogesh Mungekar
(GCX-ARC, GC-GCP)
I mostly available in IST time
------------------------------

But if we use this expression "Email.Message.route.id". The global settings have to be enabled i believe. But, in organization level we don't want to enable. Because we have requirement only for two specific emails.
Email 1: sales@example.com
Email2: Sales support@example.com
If the customer mentions both email addresses in To field, the interactions has to be routed to both Queues.

Original Message:
Sent: 08-25-2026 06:52
From: YOGESH J MUNGEKAR
Subject: Route Email to two mail addresses

Hi @REDDI SREE

Yes, it's doable

 

For two support email addresses, you can assign two separate Inbound Email flows

OR

Enable the settings as provided in this document.
Route email to multiple destinations - Genesys Cloud Resource Center

Common Inbound Email flow:
key "Email.Message.route.id" for data table lookup.

------------------------------
Yogesh Mungekar
(GCX-ARC, GC-GCP)
I mostly available in IST time
------------------------------