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  • 1.  How to forward email to an email address from a 'Inbound Email' flow?

    Posted 08-28-2025 20:43

    How to forward email to an email address from a 'Inbound Email' flow?

    We are using Custom SMTP Integration for sending outbound emails.

    The use-case is to receive an inbound email that goes to an "Inbound Email Flow" and forward it to another external email address then disconnect the interaction in Genesys Cloud.


    #API/Integrations
    #DigitalChannels

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    Gita Jogia
    Voice Consultant – IT Services
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  • 2.  RE: How to forward email to an email address from a 'Inbound Email' flow?

    Posted 08-30-2025 00:10

    As of now, no, but here is an idea that has been out there for a while:  enable to Foward an email from email flow | Genesys Cloud Ideas Portal

    Best I can suggest is to get the subject and body and use a data action to create an agentless Email to "forward" to the address you desire, but getting it to show the original from address might be an issue. 



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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


  • 3.  RE: How to forward email to an email address from a 'Inbound Email' flow?

    Posted 08-31-2025 23:12

    I created a proof-of-concept for this exact thing a couple of years ago. It actually worked quite well, except when it came to attachments. I could get it to include links to the attachments in the outbound email, but then those links would become invalid after a few days, when Genesys Cloud cleaned up the files from S3 storage.

    Since then I've seen forum articles suggesting that it might be possible to create an external contact with the external email address, and then transfer the inbound email to that (in your inbound email flow)? I haven't personally tried it, but I think it would be worth giving that a try. I'd be interested to hear whether it works and whether you have any issues with attachments?

    Nick.



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    Nick Tait
    Genesys Consultant
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    Original Message


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