> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# AI on native Genesys Cloud email

> Let the AI answer email your Genesys Cloud route receives, and hand off to a human queue.

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](https://docs.open.cx/integrations/genesys/connect.md#roll-out-step-by-step) 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.

| AI replies from | Good to know |
| - | - |
| **Campaign domain** | Needs a Genesys campaign domain and a licence that includes agentless email. Files go as links. If a reply is refused, OpenCX sends it from your support address. |
| **Support address** | The address must be an [OpenCX inbox](https://docs.open.cx/email/introduction.md). AI replies don't appear in the Genesys thread, but the agent sees them in `opencx_transcript`. |

* **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`.

## Related Documentation

* [Conversations & sync](https://docs.open.cx/integrations/genesys/conversations.md)
* [Import past conversations](https://docs.open.cx/integrations/genesys/conversations.md#import-past-conversations)


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