Mailbox Management is the tenant user's main operational workspace. It combines queue-aware email triage, handled history, Review Queue work, and SPAM Queue work in one page. What a user can see or do here always depends on three controls working together: the tenant's GenEmails Access Control matrix, healthy queue mappings for the tenant's Genesys organization, and the signed-in user's Genesys permissions.
| Area | Purpose | Key dependency |
|---|---|---|
| Email Handling | Live work area for current queue or mailbox emails, with message detail tabs and triage actions. | Visible queue or mailbox context and per-action Genesys permissions. |
| Handled Emails | Recent completed or moved work for audit, coaching, and operational follow-up. | Conversation history visibility for the selected queue or mailbox. |
| Custom Search | Tenant-scoped search and reporting view for specific senders, dates, subjects, agents, conversation IDs, tracked conversations, and contacts or tags. | Queue visibility, conversation history access, and the tenant contact/tag database. |
| Review Queue | Messages intentionally diverted for review before returning to the original queue or continuing handling. | Healthy Review Queue mapping. |
| SPAM Queues | Messages quarantined before final SPAM confirmation or return to the original queue. | Healthy SPAM Queue mapping and SPAM table health for final SPAM confirmation. |
Users only see queues, mailbox routes, and mapped actions that belong to their tenant and that their Genesys role can actually access. A feature visible in GenEmails can still fail if the user's Genesys token lacks the required permission.