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 AnswerInteraction alert that shows an incoming email interaction

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