Replying to a Message

To reply to an e-mail message:

  1. On the Incoming E-Mail form, do one of the following:

The Outgoing E-Mail form appears.

Notes:

If you edited a contact e-mail address in the To field, the contact information is updated after you save and close the e-mail, save the e-mail, or send the e-mail.

  1. In the message area, type your response manually, or insert a pre-written response by using the Auto Suggest tab or the Standard Responses database (or do a combination of any of the above).

For more information on how to use the Standard Responses database, see Using Standard Responses.

After you insert a Standard Response, you can customize it.

  1. If you want to invite another agent to help you prepare an answer, select New invitation on the Collaboration tab, and then proceed as described in Collaborative E-Mail Procedures Overview.

  2. Click Send. A new window might appear, in which you can choose a routing queue.

Placing an Outgoing E-Mail in a Queue

Depending on how Genesys Desktop has been configured, after you click Send, a new window might appear. You can use this window to place the e-mail in a queue.

Keeping an Incoming E-Mail Open on Your Desktop While Opening an Outgoing E-Mail Form

The Interim Reply check box enables you to specify that the incoming e-mail should remain displayed on your screen after you click Reply to open the Outgoing E-Mail form.

In this way, you can reply to your contact in the Outgoing E-Mail form, and then, after you have sent it, you can work again on the incoming e-mail—for example, by transferring it or by editing the data on the Notepad, Attached Data, Custom Data, and/or Disposition Code panes.