Receiving and responding to emails in Agent Workspace

Using Agent Workspace, you can receive an incoming email and respond to it.

Receiving a new email

To receive an incoming email using Agent Workspace, you must set your presence state in Agent Workspace to Ready. For information about setting your presence state, see Changing presence states in Agent Workspace.

The title of the email is visible both in the preview and at the top of the conversation window. 
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When you receive an incoming email, an interaction card appears in the conversation log. For information about interaction cards for email, see Interactions in Agent Workspace. If enabled for your account, the email is automatically accepted on your behalf. Otherwise, Accept and Reject buttons appear in the interaction card. To accept the email, click Accept. (To reject the email, click Reject. The email is returned to the queue and routed to the next agent.)

To work with the accepted email, select it in the conversation log to open it in the conversation window. For information about emails in the conversation window, see Interactions in Agent Workspace. When you select the email, the indication that the email is new disappears. The messages that the contact has sent appear.

If there are more than 5 emails in the thread, you can collapse and expand them.

Sending a reply

To reply to an email, select the interaction you want to reply to in the conversation log. The interaction opens in the conversation window. The conversation window contains information about the email, including the messages that have been sent and received, and who and when sent them.

At the bottom of the conversation window, the text input area appears. 

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When replying to emails, you can additionally:

• Use the rich text editor at the bottom to put parts of your replies in italics, bold, or underline them.

• Add attachments to your reply.

• Use emojis

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Make sure you are on the Reply tab and type your reply, selecting Shift+Enter to add a new line. 

When you have finished typing your reply, send it by selecting Enter on your keyboard or by clicking Send.

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Your message appears in the conversation thread.

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Signatures

You can configure an automatic signature to be added when you reply to emails. To learn how to configure signatures, see the Channels section.

Transferring emails

If needed, you can transfer your email interaction to another agent or an interaction plan.

To transfer the email interaction, go to the top right corner of your interaction and click the Transfer icon.

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The application opens a list of available agents (agents whose status is set to Ready). Select the agent to whom you want to transfer the email interaction from the list by clicking directly on the Transfer button.

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You can narrow your search down. To do that, open the drop-down list by the search bar in the pop-up and select one of the following:

• All contacts;

• Recently contacted;

• Interaction plans;

• Contacts.

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Once the interaction is routed to the receiving agent, they can either accept it or reject it. If the agent accepts the transfer, you receive a notification and can no longer send emails in this interaction. If the agent rejects the transfer, your interaction continues, and you must select another agent to transfer the interaction to.

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