##### USING Basic GENESYS DESKTOP Functions > handling e-mail > e-mail Forms

# Incoming E-Mail Form

When an e-mail interaction is directed to your Genesys Desktop, a yellow icon (shown below) flashes on the Batch Navigation pane on the left side of the Genesys Desktop window.

- Click the icon to display the Incoming E-mail form.

Some incoming e-mails may have attachments. See Incoming Attachments.

## Action Keys and Buttons

The following table defines the available functions on the Incoming E-Mail form:

Action | Function
Transfer | Enables you to transfer an interaction to another agent, queue, or external resource. Clicking the Transfer icon opens a window in which you can click Agent or Queue and type in the reason for the transfer. For details, see Using Transfer for Incoming E-Mail.
Done | Closes the e-mail if no reply is required. It can also open a new window that you can use to place the interaction in a queue. If you click Done without performing an action on the e-mail, you will be asked to confirm that you want to close the interaction.
Reply to All | Opens the Outgoing E-Mail form which you can use to reply to all the addresses listed, as well as those in the Cc: field. See Replying to a Message.
Reply | Opens the Outgoing E-Mail form which you can use to reply only to the sender. See Replying to a Message.
Interim Reply | Select this check box to keep the incoming e-mail displayed on your screen after you click Reply to open the Outgoing E-Mail form. See Keeping an Incoming E-Mail Open on Your Desktop While Opening an Outgoing E-Mail Form.
Auto Suggest | Lists the available responses from the Standard Responses database, that you can use to reply to an incoming e-mail. See Auto Suggest Responses.
Notepad | Enables you to enter comments about the current e-mail and store them in the Contact History. The text does not appear in the e-mail message. The reason for transferring an interaction is added to the Notepad automatically. See Using Contact History Overview and Using Notepad.
Attached Data | Provides information about an interaction such as an account number or type of service. See Attached Data.
Custom Data | Custom data contains additional information related to the interaction. You can modify, but not add or delete, custom data.
Disposition Code | Disposition Code contains a checklist of options that you can click to specify the outcome of the interaction. Your system might be configured so that you cannot click Mark Done until you have selected a disposition code. Your system might be configured so that this tab is not displayed.

## Common Interaction Panes

The right pane contains two sub-panes, Customer Records and Resources, which contain tools that are common to the different types of interactions. Toggle between these sub-panes by clicking the appropriate button.

- The Customer Records pane enables you to access the database of contacts, and the Contact History for each contact.

- The Resources pane enables you to access the Standard Responses database, which contains prewritten responses that you can use during an interaction. You can customize a response to fit the current interaction.

## Placing an Incoming E-Mail in a Queue

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

- Select a queue and click OK. Your e-mail is placed in the selected queue.

- If you click Stop, the interaction stops processing, and the e-mail is removed from the system workflow.

- If you click Cancel, you return to the previous window (to insert additional data, for example) and cancel the previous Mark Done action. You must click Done again in order to proceed.

## 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, and/or Custom Data panes.

Note: From the Contact History, you can select an incoming e-mail that is still pending in the workflow, and open it by selecting Open from the Actions button menu ().