GenEmails Email Management

GenEmails Public Help

GenEmails Help Center

Public reference pages for GenEmails mailbox operations, tenant administration, routing, licensing, access control, and application settings.

Help Topics

App Navigation After the user clicks Login with Genesys and GenEmails validates the tenant, the application opens in Mailbox Management. The next operational step is... Mailbox Management Mailbox Management is the tenant user's main operational workspace. It combines queue-aware email triage, handled history, Review Queue work, and SPAM... Mailbox Management / Email Handling Current Emails workspace The selected mailbox or queue on the left defines the active work context. Emails parked by the Architect flow under... Mailbox Management / Custom Search The Custom tab changes the right panel from the normal email handling tabs into a dedicated Custom Search workspace. It is used when a user needs to... Mailbox Management / Handled Emails Handled Emails shows recent emails that are no longer sitting as live work in the selected queue or mailbox context. This includes emails that were... Mailbox Management / Review Queue The Review Queue tab lists emails that were intentionally diverted into the mapped review queue for additional human decision-making. This is commonly... Mailbox Management / SPAM Queues The SPAM Queue tab lists emails routed into the mapped SPAM queue for inspection before final classification. This queue is operationally different... Spam Management How SPAM tables are selected The Spam Management division dropdown is not built from all Genesys divisions and is not built from every Data Table... Admin Console The Admin Console is the tenant administration workspace. It is separate from Mailbox Management and is intended for tenant setup, diagnostics, policy... Admin Console / Domain Inspector Domain Inspector is a read-focused diagnostic tool. It lets tenant administrators confirm how Genesys email domains, routes, addresses, and routing... Admin Console / Connection Settings Connection Settings defines the local Genesys Cloud connection profile GenEmails uses for tenant authentication, tenant-scoped API access, and saved... Logs The Logs page is the tenant and administrative audit trail. It records operational actions, configuration changes, routing validation outcomes,... Access Control Access Control is the GenEmails application-level permission matrix. It does not grant Genesys permissions. It decides which features are visible or... Access Control / Roles & Permissions GenEmails application roles GenEmails reads the user's Genesys Cloud role names at login and chooses the most restrictive assigned GenEmails role in... Access Control / Genesys Permissions Genesys Cloud permissions by operation family Exact Genesys permissions vary by tenant role design. GenEmails does not use elevated credentials for... Email Routing Email Routing is the tenant's operational mapping layer. It connects a live Original Queue to optional Review Queue, SPAM Queue, and SPAM table... Email Routing / Mapping & Health Review Queue mapping model Each mapping connects one operational Original Queue to its optional Review Queue, optional SPAM Queue, and optional SPAM... Email Routing / Mapping Examples Example 1: many-to-one review and SPAM routing GenEmails supports multiple Original Queues pointing to the same Review Queue and the same SPAM Queue or... Email Routing / Back-end Setup Use this topic to configure the Genesys Cloud back end that GenEmails expects. It covers inbound email domains, Architect flow routing, SPAM lookup,... Licensing The Licensing page shows the tenant's current license state and the registered organization users known to GenEmails. It also shows active seat usage... Application Settings Application Settings controls tenant runtime behavior that is not specific to one mailbox. It includes write-back enforcement, debug capture, mailbox... Application Settings / Genesys Write back Genesys Write-back is the global operational switch for actions that modify Genesys Cloud. When disabled, GenEmails remains useful for read-only... Application Settings / Logs & Debug Control Purpose Use when DEBUG Turns Genesys action debug capture on or off. Enable temporarily while investigating a failing Genesys operation or... Application Settings / Mailbox Handling settings Mailbox handling settings control how quickly the browser refreshes live mailbox data and how aggressively client sessions are polled or recovered.... Application Settings / Backup/Restore Configuration Backup / Import / Export Backup exports GenEmails configuration, not live email data and not secrets. The export can include Review Queue...