##### USING Basic Genesys Desktop Functions > Handling E-mail

# 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:

- E-Mail Form Interface Overview, for instructions on how to use the E-Mail forms.

- Outgoing E-Mail Procedures Overview, for instructions on how to process outgoing e-mail.

- Collaborative E-Mail Procedures Overview, for instructions on how to process collaborative e-mail if the incoming e-mail icon has a question mark on the top left corner (as shown below).

## 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.

- Type your message.

- If required, click New Invitation on the Collaboration tab to ask one or more other agents to provide information that you can include in your message. For details about collaboration procedures, see Collaborative E-Mail Procedures Overview.

5. 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.

2. Enter an e-mail address.

To select a contact from Contact Directory, click To.

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

4. Type your message.

5. Click Send.