One email sent to several addresses

[Hakan_Andersson]

Hi!

I'm wondering if there is a set logic for a case when a customer sets several email addresses that are configured in genesys cloud in the 'to'-field for an inbound email.

eg. the customer addresses the email to both customerservice@company.com (queue customerservice) and complaints@company.com (queue complaints), and both these addresses are picked up and routed in genesys cloud.

It seems that there is only one interaction created; but I wanted to know if the selection of which queue to use is made at random or if it's predefined (for instance by selecting the first entry in the to-field).

thanks

[tim.smith]

The Genesys Cloud Community Forum or opening a case with Care is a more appropriate avenue for general behavior questions like this. The developer forum focuses on customizations and API usage.

[Hakan_Andersson]

Hi Tim,

sure, I'll ask the question there instead.

thanks

edit:
here's a link to the question I asked in community forum for anybody stumbling on to this topic:

Genesys Cloud CX - Genesys