Accept an email message

  1. Log in as an agent and go on queue. The Interactions panel opens and incoming email messages display in the Active Interactions list. 
  2. To read and respond to the message, click AnswerNew ACD email message

    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.