How email works

How email works

Release Notes

• Agent Desktop Release Notes
• Engage cloud Email Release Notes

Administrator

Email classic

• Email channel options
• Manage email addresses
• Manage reporting environments

Engage cloud Email

• Configure mailboxes and addresses
• Email channel options (Agent Setup)
• Email reports

Supervisor

• Monitor and review agent emails
• Approve agent emails
• Manage workbins
• View historical reports

Agent

• Send a new email
• Reply to an email

Developer

• Developer Center

Additional Resources

• Agent Desktop videos
• Genesys Multicloud CX community
• Email-related Knowledge Base articles