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

# Replying to a Message

To reply to an e-mail message:

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

- To reply only to the contact, click Reply.

- To reply to all addresses, including those in the Cc: box, click Reply to All.

The Outgoing E-Mail form appears.

Notes:

- Hyperlinks in the e-mail body are still active.

- The content of the incoming e-mail message is copied as quoted text into the outgoing message box of the Outgoing E-Mail form. To delete this, or any other quoted text, you must first select it all by clicking inside the outgoing message box, and then typing Ctrl+A. After all the text in the outgoing message box is selected, press the Delete key on your keyboard.

- You can edit the personal name part of the e-mail address in the To field. If you modify the e-mail address, the Add address to this contact and Move interaction to matching contact radio buttons are enabled.

- Add address to this contact enables you to add the new e-mail address to the current contact.

- Move interaction to matching contact enables you to assign the interaction to the contact whose address corresponds to the address that you have entered. If the contact does not exist, a new contact is created.

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.

2. 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.

3. 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.

4. 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.

- In the Place Outgoing Email in the following queue box, select a queue according to your company's requirements, and then click OK. Your e-mail interaction is placed in the selected queue.

- If you click Cancel, you return to the previous window (to insert additional data, for example) and cancel the previous Send action. You must click Send 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, Custom Data, and/or Disposition Code panes.