Configure inbound email settings
AI-generated summary
Genesys Cloud provides configuration options for managing auto-generated incoming email messages within its flow system. The platform automatically identifies auto-generated emails by detecting specific headers: Auto-Submitted (not "no"), Precedence ("bulk"), and X-Autoreply ("yes"). By default, auto-generated emails are disconnected, and the system responds only to the latest customer email while ignoring auto-replies and out-of-office notices.
Flow authors can access inbound email settings through the Architect home page by navigating to Flows > Settings > Inbound Email. Two configuration options are available: maintain the default Disconnect setting or select "Process as normal" to handle auto-generated emails as standard messages. When an inbound email is marked as auto-generated, it is excluded from the agent's reply email thread. This functionality allows administrators to control how the system handles automated responses and prevent unnecessary processing of non-customer communications.
Flow authors can determine how to handle auto-generated incoming email messages, such as out of office notices. By default, the setting is to disconnect. Genesys Cloud replies only to the latest email sent from the customer and not to auto-replies. When an inbound email is marked as auto-generated, it is not included in the agent’s reply email.
Note: Genesys Cloud determines whether the email is an automatically generated email by confirming that:
- The Auto-Submitted header value is not equal to “no”
- The “Precedence” header contains a value of “bulk”
- The “X-Autoreply” header contains a value of “yes”
To access inbound email settings:
- From the Architect home page, click or hover over the Flows menu and select the desired flow type.
- Create a new flow or select an existing one. The flow’s configuration page opens.
- Under Settings, click Inbound Email.
| Name | Description |
|---|---|
Inbound auto-generated email handling | From the list, do one of the following:
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