Email Reply Sent to Other Email Address

[raza990]

Hello, I’ve been working on Genesys Cloud for quite some time, so some of my Engage knowledge is starting to fade 😄. I’m currently working on Genesys Engage Email, and I need help with a scenario where an agent reply should be sent to a specific email address.

Here’s the workflow:
1. Email arrives at email1@abc.com from 123@xyz.com.
2. It goes through the Inbound BP/Strategy.
3. Routed to the agent.
4. Agent replies to the email.
5. The reply goes to the Outbound Strategy/BP as configured in WDE email.outbound-queue.
6. This strategy also handles replies from other departments/mailboxes since everyone using the same WDE app.
7. Apply a screening rule, if the inbound email came to email1@abc.com, then the agent reply should be sent to ABC@ABC.COM instead of 123@xyz.com.

How can we override the “To” address in this scenario? Is there any function or method in IRD to achieve this?