Frontline Mail Manager for Genesys Cloud

The email management solution for Genesys Cloud

The standard functionality of Genesys Cloud CX in an email channel offers a whole host of options for recognizing smart routing and answering emails within a customer contact environment. But… What if your email process is just that little bit more complex?

About Frontline Mail Manager

The Frontline Mail Manager (FMM) was developed to enhance the limited email handling capabilities of Genesys Cloud CX. Standard handling options are clearly focused on replying to a message after which the interaction is complete. The reality is often that an email interaction contains several back and forth messages before it is closed. FMM deals handily with this issue by adding ‘threads’ in which several emails become linked to each other.

We are dedicated to continually improving the Frontline Mail Manager solution to meet the evolving needs of our users. This page is your go-to destination for staying up-to-date with the latest enhancements, features, and bug fixes. You can find the latest release notes on our website.

With Frontline Mail Manager, your data is in safe hands, allowing you to focus on what matters most – delivering exceptional customer service. Explore our Privacy & Security Q&A

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Need more agile email functionality?

All the advantages of the Frontline Mail Manager

A robust email management application for front office, back office, supervisors and external employees

A full set of email handling capabilities and many extra functions, compared to Genesys Cloud CX

A great user experience because Frontline Mail Manager is fully part of Genesys Cloud CX.

Easily forward emails to experts or workgroups who don't work with Genesys Cloud CX queues.

Easily search the conversation history, for example for specific messages.

“Standard” answers available, which means faster and error-free responses.

No more restrictions on attachment sizes you want to send.

Additional reports on the entire mail communication.

Supervisors can monitor the backlog from the FMM supervisor app and assign emails to work bins or individuals.

Multiple queues are available for emails and Webforms