Free trial tutorial: Work with an email interaction

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Genesys Cloud provides a free trial tutorial for users to learn how to receive and respond to emails using their Genesys Cloud trial organization. Users can copy an email address from the Email domain page, send a test email to that address from any email client, go on queue to receive the email in Genesys Cloud, read and reply to the message within Genesys Cloud, and verify receipt of the response in their email client. The tutorial covers specific features like the Interactions panel, Conversations list, and email domains, and demonstrates key capabilities for managing email interactions within Genesys Cloud.

The steps in this tutorial only apply to users who are on the GCXNow free trial.

In this tutorial, you will learn how to receive and respond to emails using your GCXNow trial organization.

Read instructionsClick to expand

First, copy the email address.
1. On the top navigation pane, click Admin.
2. Under Contact Center, click Email.
3. Click Menu > Digital and Telephony > Email.
4. Click the domain that appears.
5. Copy the email address from the domain.
To send an email to the copied address, use any email client.
On the rightmost corner of the top navigation pane, turn on the Off Queue toggle to go on queue.
Note: The toggle and your profile icon are highlighted in blue, which indicates that you are on queue. The Interactions panel opens and incoming email messages appear in the Conversations list.
To read the message, click Answer.
Read the message and click Reply.
Type a response.
Click Send. Verify that you received the response in your email client.
In your GCXNow trial organization, click Done to end the interaction.

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Free trial tutorial: Work with an email interaction