To accept an email interaction, follow these steps:

  1. Log in as an agent and go on queue. The Interactions panel opens and incoming email messages appear in the Active Interactions list. 
  2. To read and respond to the message, click Answer. Interaction alert that shows an incoming email interaction

    Note: When you decline or fail to answer an interaction within a certain amount of time, Genesys Cloud places you into Not Responding status. While Not Responding, you do not receive new interactions. Declined or not answered interactions reenter the queue.