About Email

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This topic is part of the manual Email Private Edition Guide for version Current of Email.


Learn about Email and how it works in Genesys Multicloud CX private edition.

Genesys Multicloud CX Email service builds on top of IWD. It adds Email connector for IMAP/SMTP servers, Office365 Graph, and Gmail services to retrieve and send email messages. The Email service processes emails the same way as work items by classifying them into multiple categories, prioritizing, and preparing them for routing to agents. The Email service also takes care of generating auto responses.

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