Accept an email message
- Log in as an agent and go on queue. The Interactions panel opens and incoming email messages display in the Active Interactions list.
- To read and respond to the message, click Answer.
Note: When an agent declines or does not answer an interaction within a certain amount of time, PureCloud 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.