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

# Inviting an agent for E-Mail collaboration

To invite another agent or supervisor to collaborate with you in answering a contact's question or solving a contact's issue:

1. Open an Outgoing E-Mail form by doing one of the following:

- From the File menu, select New Mail, and then select a contact.

- Click Reply to reply to the contact's incoming e-mail.

(For further information about these two methods, see Outgoing E-Mail Procedures.)

2. On the Customer Records pane, click the Collaboration tab.

3. Click New invitation. The draft invitation is added and selected in the collaborative interaction list. The detail are opened in the View Details tab.

The invitation search pane appears below the collaboration participant list.

Note: The New invitation button is unavailable because you are not able to open a second invitation until you send the current one

Action | Function
Search for | Enter the alpha-numeric string to search for in the list of agents.
Search | Click to search for the criteria specified in the Search for box, and in the View and Search Field drop-down lists.
View | Select potential collaboration targets from this list. The options that are available to you in this drop-down list depend on how your permissions are configured by your company. All Agents: All the agents with whom you are permitted to collaborate on interactions. Available Agents: All the agents with whom you are permitted to collaborate on interactions that are currently Ready. This list is not updated in real time; it is a snap shot of agent status at the time you clicked the Collaboration tab. My Agent Groups: A list of agents belonging to one or more groups, of which you are also a member.
Search Field | Select the column in the agent database specified by the View drop-down list to which you want to restrict your search. The Search fields are: All, First Name, Last Name, Employee ID, and User Name.
Search result table | Displays the search results as a series of rows and columns. The columns that are available to you are configured by your company. You can change the sort order of the column by clicking the column heading. Click a row to select a participant target.
Slice | If the Search result table contains more than 100 entries, it is broken into slices, each containing no more than 100 entries. The following controls enable you to navigate between the slices. Position Indicator—Displays the index of the first and last entry in the slice and the size of the complete list. First Slice Button (|<)—Click to display the first slice in the complete list. Previous Slice Button (<)—Click to display the previous slice in the complete list. Next Slice Button (>)—Click to display the next slice in the complete list. Last Slice Button (>|)—Click to display the last slice in the complete list.
Add | Click to add to the invitee list the agent that you have selected in the Search result table.
Remove | Click to remove from the invitee list the agent that you have selected in the invitee list. You can also press the Delete key on your keyboard to remove the selected invitee.
Invitee list | Lists the agents that you want to invite to collaborate on an outgoing e-mail.
Subject | Enter the subject of the invitation. This could be the subject of the outgoing e-mail about which you want to collaborate.
Instructions/Comments | Enter additional information about the collaboration to be sent with your invitation.
Delete | Click to delete the invitation without sending it.
Send | Click to send the invitation to the agents that you have specified in the invitee list.
Hide Transcript | Click to hide the collaboration invitation details.

4. The View Details pane enables you to specify participants and send information about the invitation.

Use the search functions to find the names of the agents with whom you want to collaborate. Add one or more agents to the invitee list by selecting them in the search result table, and then clicking the Add button beside the invitee list.

To remove a participant from your invitation list, select the name from the invitee list and click Remove.

Note: You must specify participants one at a time.

5. Modify the Subject box, if necessary. By default, this box contains the subject line of the outgoing e-mail.

6. In the Instructions / Comments box, enter your comments or questions to the agent(s) or supervisor(s) that you selected.

7. Click Send. The Collaborative Interaction list is updated and the "draft " invitation is no longer listed. You can follow the progress of the sent invitation on your screen. There are as many invitations sent as there are members in the list of participants.

To follow the progress of your invitation, see Following Up After Sending an Invitation.

To check a participant's status:

- On the top pane of the Collaboration tab, click Refresh.

To cancel a sent invitation:

1. On the View Details pane, from the list, select the invitation that you want to recall.

2. Click Recall.