Spam emails
Genesys Cloud mail management has a powerful Spam and Virus email scanner. However, false positives can occur, so a customer may try to send an email with information that Genesys is not able to deliver due to these rules.
For this reason a advanced agent can access the “Spam email list” module by clicking on the button.
These emails will be closed automatically by Genesys Cloud so they will not be in any queue. However you can consult the content of the email, even send a reply email using Email Center.
Note: Please make sure that the origin of the emails is a trusted person or organization before downloading attachments or accessing links.