when you configure email addresses you configure the Reply To: address, this Reply To address also tells GC to strip this email address from the To: field in agent reply emails so they aren't sending replies to the email box the email was forward from.
Does anyone know if there is a way to strip addition email addresses? I've been testing and looked online, google and Dev Centre and can't find a way.
Issue is for customers that are using a single mailbox in Microsoft 365 with a primary email address and multiple aliases, all emails forwarded from the mailbox will use the primary email address for that mailbox not the email address the original email was sent to, I've done extensive testing with their email manager but they can't change the From addresses the forwarded email contains.
For example:
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The primary email address of the mailbox is contact.centre@company.
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Genesys Cloud is configured with email address info@contact.company with a Reply To: address of info@company as this is their contact centres advertised email address.
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The customer sends an email to info@company and the company's email server forwards it to info@contact.company, the From address in this forward though is contact.centre@company (because that’s the mailboxes primary address) which does not match the Reply To: address of info@company
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When the agent does a reply email GC does not strip contact.centre@company from the TO: field of the reply email because it does not match the Reply To email address
We cannot change the email address configured in GC to be contact.centre@company as there will be emails coming from both contact.centre@company and info@company but the Reply To address must be info@company.
So I’m looking for a way to strip contact.centre@company and info@company, and potentially a 3rd if needed.