Manage ACD message routing
AI-generated summary
Genesys Cloud routes ACD-routed inbound messages to pre-defined queues that distribute messages to designated queue members, requiring administrators to configure agents to receive and process these messages. To implement this functionality, administrators must add users to existing queues through User Management > Queues by selecting the target queue, clicking Edit Queue, navigating to the Members tab, and entering member names. Message and queue permissions are managed through role-based access control, offering granular permission levels including Manage, Add, Delete, Join, and View permissions within the Routing category. Individual user permissions can be reviewed via the View Permissions tab in User Management > Users, while role-level permissions are assigned through User Management > Roles and Permissions by selecting specific routing permissions such as Routing > Message > Manage, Routing > Queue > Join, and Routing > Queue > View. The Agent role must be assigned to all users to enable ACD message routing functionality, which administrators accomplish through the People tab by locating users via search or pagination, selecting "More," clicking "Edit Person," navigating to the Roles & Licenses tab, locating the Agent role, and checking the corresponding checkbox in the Assigned column before saving changes. This assignment process is repeatable for multiple users and can be scaled across the organization. Genesys Cloud provides supplementary documentation covering messaging, interaction routing (ACD), system architecture, email routing configuration, WhatsApp messaging setup, and ACD skill management to support comprehensive administration and configuration of the platform.
Genesys Cloud sends an ACD-routed inbound message to a pre-defined queue. This message then routes to the designated queue members. To open and read ACD-routed inbound messages, an administrator must configure the agent to receive them.
This section assumes that the queue exists. To learn how to create and set up a queue, see Create and configure queues.
- Click Menu > User Management > Queues.
- Find the queue using search or by paging through the list.
- Click More and from the menu that appears, click Edit Queue. The queue configuration opens to the Settings tab.
- Click the Members tab.
- In the Select new members box, begin typing the name of the contact and then select the appropriate match from the results.
- To add the member to the queue, click .
- Repeat steps 6–7 for each member to add to the queue.
Note: To learn how to assign a wrap-up code to a new queue, see Create and configure queues.
- Routing > Message – Manage permission
- Routing > Queue – Add, Delete, Join, and View permission
View a user’s permissions
- Click Menu > User Management > Users.
- Find the user using the Search field or by paging through the list.
- Click More and from the menu that appears, click Edit Person.
- Click the View Permissions tab.
The table lists permissions assigned to the user and the roles they are attached to. If the user does not have the appropriate ACD email routing permissions, assign them to a role.
Assign permissions to a user’s role
- Click Menu > User Management > Roles and Permissions.
- Locate the role for which you want to add permissions.
- Click More and from the menu that appears, click Edit Role.
- Click the Permissions tab.
- Click All Permissions.
- Use search, or scroll to the list to locate and select the following permissions:
- Routing > Message > Manage
- Routing > Queue > Join
- Routing > Queue > View
- Click Save.
- Click Menu > User Management > Users.
- Find a user using search or by paging through the list.
- Click More and from the menu that appears, click Edit Person.
- On the Roles & Licenses tab, find the Agent role using search, or by paging through the list.
- In the Agent row, click the check box in the Assigned column.
- Click Save.
- Click the People tab and repeat steps 2–7 for each additional user.
[NEXT] Was this article helpful?
Get user feedback about articles.