How to Accept an Email
When an email interaction is delivered to your desktop via the push method, you will receive an alert window indicating an incoming email.
The window will display the following items:
- Name of the service requested by the customer
- Customer’s display name (if available)
- Customer's email address
- Subject line content
The window includes controls that allow you to accept, postpone, or reject the email.
To accept the email for immediate processing, click the Accept & Open button. The email icon in the top bar will indicate that you now have an active email on your desktop.
For subsequent email handling steps, see How to Review an Incoming Email.
When you click Accept & Open, the accepted email becomes your in-focus interaction (i.e., the interaction that you intend to handle right away). When you accept an email, your state is automatically set to Busy while you process the interaction. If you are busy with another task when an email arrives and do not want to shift your focus immediately to this new email, you can click Postpone. The email will be moved to your Personal Queue, where you can select it later for processing.
Depending on your contact center configuration, you may also have the option to Reject the incoming email. If you click Reject, the email will be returned to the queue and you will be placed in a Not Ready state.
Note: If you do not accept an incoming email within a predefined amount of time by clicking either Accept & Open or Postpone, the email will be returned to the service queue for distribution to another agent, and you will be automatically switched to the Not Ready state. You will need to make yourself manually Ready when you are ready to receive another email. Unaccepted emails will appear in your performance and activity reports.