Handling E-Mail Overview

As an agent, you might be receiving and answering questions through e-mail from customers who have visited your company’s website.

Genesys Desktop routes incoming e-mail messages to the first available agent. If you are logged in and in the Ready state, a yellow icon (shown below) flashes on the Batch Navigation pane to indicate an e-mail has arrived.

 

Click the flashing yellow icon to open the Incoming E-Mail form.

See also:

 

Responding to an Incoming E-Mail

When the yellow e-mail icon appears on the Batch Navigation pane:

  1. Click the icon.

  2. Read the e-mail.

  3. Click Done if you do not need to reply.

  4. Click Reply or Reply to All to answer the message.

  1. Click Send.

Sending a New Message

  1. From the File menu, select New E-mail, or click on the New E-mail button on the toolbar.

The New E-mail form appears.

  1. Enter an e-mail address.

To select a contact from Contact Directory, click To.

  1. To open the Contact Directory and select a contact, click To, and then click the contact.

  2. Type your message.

  3. Click Send.