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The AI can answer email your Genesys email route receives. Genesys has no bot step for email, so the email waits in a queue with no agents while the AI answers, then moves to a human queue if it hands off. It’s off by default. The AI follows your email Autopilot setting. With autopilot off, email goes straight to the human queue with no AI reply. You must go live first. To turn it on, open the Channels tab, then Native email:
  1. Turn on AI answers Genesys email and choose a Human queue. OpenCX creates a queue called OpenCX AI, or uses one with that name.
  2. Choose where AI replies come from, and press Save.
  3. In Genesys, point your email route at OpenCX AI, directly or with Transfer to ACD in your email flow.
  4. On OpenCX AI, set Go To Backup After to 15 minutes with your human queue as the backup. Email then still reaches people if OpenCX can’t answer.
  • Handoff: the email moves to the human queue with opencx_summary and opencx_transcript, and the AI stops replying. So does an email Genesys moves on its own, such as by the backup timer.
  • Agent replies: Genesys sends them. They appear on the session and OpenCX never sends them again.
  • Assist mode: the email goes straight to the human queue with the draft in opencx_suggested_reply.
  • A reply that can’t be sent: the email goes to the human queue with the text in opencx_undelivered_reply.
  • Queue reports: time waiting in OpenCX AI counts in that queue’s Genesys reports.
If you connected before this feature, reconnect so the role gets conversation:agentlessEmail:send and routing:queue:add.