Genesys Cloud – Access email header fields in APIs, Architect, and scripting

In a future release, Genesys Cloud will expose email header fields on email interactions. Administrators, flow designers, and developers will be able to use these fields in APIs, Architect, and scripts to support routing, correlation, and downstream processing.

What’s changing

Genesys Cloud will make standard and custom email header fields available as email metadata. This includes values that customers can use when working with inbound email from Amazon Simple Email Service (SES), IMAP, and Microsoft Graph, as well as outbound email interactions.

This information will be available for use in APIs, Architect, and scripting so technical users can reference email header data when building flows and integrations. This enables customers to work with industry-standard identifiers and other header values commonly used across email systems.

Why this matters

This feature helps administrators, email system administrators, and flow designers who need more complete email metadata for automation and integration. They can use email header fields to correlate messages across systems, support more precise routing and classification, and improve traceability when troubleshooting or processing email interactions. This is especially useful for organizations that rely on standard email identifiers and custom headers as part of their business processes.