Handle an Incoming Email

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When an email is routed to you or if you open one manually, the message appears on the left side of the screen. Your availability status automatically changes to 'Email setup' and then to 'Email'.

Note: your system may be configured to show additional information below the message, such as the number of attachments, or details about the sender of the email if they are a recognised contact. If there are more than four information fields the list can be minimised/maximised by clicking the arrows.

Your system administrator can configure the options available to you when responding to an email message.

Do one of the following by clicking the appropriate button:

Button	Use this to
Forward	Forward the message and any attachments to another destination. If the button is displayed, use it to display forwarding destinations such as email addresses and queues. If you select a queue, the position the message takes in the queue is based on the date on which the email was sent originally.
Reply to all	Reply to all email addressees included in the incoming message.
Reply	Reply to the sender. You can add further recipients by clicking Cc.

Click the Menu button to do one of the following actions:

Button	Use this to
Delete	Delete the message and remove it from the system.
Ignore	Tag the message as an unprocessed message.
Done	Complete the conversation without replying to the message. The action is logged in your transaction history and in RECORDER.
Follow Up	Tag the message for follow up later. This allows agents in the same agent group as the agent who tagged the message to track email conversations and easily locate them for future reference.
Requeue	Return the message to the front of the queue it was waiting in before being routed to you.

If you are forwarding or replying to a message, use the format buttons at the bottom of the panel. In addition to the usual formatting, there are functions for inserting template text, tagging a message for follow-up later, and previewing the message before sending.
If required, enter further addresses by pressing the Spacebar or clicking away from the field.
If required, embed an image into the email reply by dragging the image file into the message composition window.
If required, click the Attachment button to browse for and select a file to attach to the message. Supported formats include BMP, DOC, DOCX, GIF, GRMX, JPG, PDF, PNG, RAR, TIF, TXT, WAV, XLS, XLSX, and VOX.

Note: message attachments must not exceed 35MB; an individual attachment must not exceed 5MB; the number of attachments must not exceed 20; and filenames must not exceed 96 ACSII characters or 24 4-byte characters. Punctuation marks in filenames are replaced with an underscore.

Click Send. You will be placed into the 'Wrap' or 'Available' status (as configured by your administrator).