Mapping & Health

Review Queue mapping model

Each mapping connects one operational Original Queue to its optional Review Queue, optional SPAM Queue, and optional SPAM Data Table. Mappings are tenant scoped and validated against the signed-in tenant's Genesys access.

Field	Meaning	Operational impact
Original Queue	The live operational queue used by Current Emails.	Required. It anchors mailbox actions and is the source queue used by review and spam routing.
Review Queue	Queue used for human review triage.	Required for Send to Review Queue and Review Queue operations.
SPAM Queue	Queue used to quarantine suspected spam before confirmation.	Required for Move To SPAM and SPAM Queue operations.
SPAM Table	Genesys Data Table used by SPAM confirmation and Spam Management.	Must be accessible, end with _SPAM, contain the expected sender fields, and match the Original Queue division when Strict Mapping is enabled.
Strict Mapping	Division enforcement toggle.	When enabled, Original Queue, Review Queue, SPAM Queue, and SPAM Table must all belong to the same division.
Enabled	Controls whether the mapping is used by operational actions.	Disabled mappings are saved for staging or reference but are ignored by runtime features.

Health validation

Component	Healthy when	Used by
Original Queue	Selected, accessible, and resolvable in the tenant.	Current Emails queue context, Return to Original Queue, and all queue-dependent actions.
Review Queue	Selected, accessible, ends with _REVIEW, and matches the Original Queue division when Strict Mapping is enabled.	Send to Review Queue and Review Queue operations.
SPAM Queue	Selected, accessible, ends with _SPAM, and matches the Original Queue division when Strict Mapping is enabled.	Move To SPAM and SPAM Queue operations.
SPAM Table	Selected, accessible, ends with _SPAM, has the expected fields, and matches the Original Queue division when Strict Mapping is enabled.	SPAM confirmation and Spam Management table operations.

Feature dependency model

Mailbox action	Minimum mapping health	Other requirement
Assign to Me / Assign to Agent / Assign to Skill	None	Genesys assignment permissions.
Send to Review Queue	Healthy Original Queue and healthy Review Queue.	Conversation attribute update and replace or transfer to the review queue.
Move To SPAM	Healthy Original Queue and healthy SPAM Queue.	Conversation attribute update and replace or transfer to the SPAM queue.
SPAM confirm	Healthy Original Queue, SPAM Queue, and SPAM Table.	Successful table write before disconnect.