##### USING Basic Genesys Desktop Functions > Handling E-mail > Collaborative E-Mail Procedures

# Responding to a Collaborative E-Mail Request

## Push Mode

In Push mode, the yellow e-mail icon with the question mark (shown below) flashes on your desktop when an agent or supervisor is asking you to collaborate in answering his or her contact's request.

1. Click the interaction icon to open it in your Genesys Desktop window.

2. After you read the invitation's content, click one of the following buttons:

- Accept and Close if you want to answer later. You can store the e-mail in your Collaboration Workbin. See Responding to a Stored Collaboration Request.

- Accept and Reply if you want to answer the invitation now. A form appears, with a question mark similar to the Outgoing E-Mail form. Fill in the form just as you would if you were writing a standard outgoing e-mail.

- Decline if you want to decline the invitation. The agent who invited you is notified, and he or she can redirect the invitation to someone else.

Notes:

- If you try to reply to an invitation that no longer requires your answer, the following message appears on the Status bar:

- When this warning message is appears, the invitation form is updated and you can click Done to close it.

- Because you cannot transfer an invitation that you receive, the Transfer button is not available.

## Pull Mode

In Pull mode, a warning message appears on the Status bar and an envelope appears inside the Workbins icon when a collaboration invitation arrives.

1. Open the Collaboration Workbin from the Workbins icon. The new invitation is in the interaction list.

2. Select the new invitation. The details of the invitation appear on the View Details tab on the right pane.

3. To view the inbound e-mail that the agents wishes to consult you about, click the Collaboration tab on the right pane.

4. In the View Details tab, the Action button lists the available actions; these are dependent upon the state of the invitation.

The available actions depend on the state of the invitation. Initially, the invitation is pending. You can choose to accept, accept and reply, or decline the invitation:

- Accept: The invitation is accepted and remains in the Workbin. The available action then becomes Reply.

- Select Reply when you are ready to reply to the invitation.

- Accept and Reply: The invitation is accepted and a reply form appears on the desktop.

- Decline: The invitation is declined and is removed from the Workbin.