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

# Following up After SENDING an Invitation

To check the status of an invitation that you have sent:

- On the Collaboration pane, click Refresh.

The table will show which of the individuals listed in the Owner / Participant column received your invitation. The Status column displays the status of the invitation.

The following table shows the possible Status responses:

Pending | No answer has yet been received.
Accepted | Your participant has accepted your invitation, and he or she is answering or will answer later. The answer will be stored in your Workbin > Collaboration box.
Declined | Your participant cannot help with this collaborative answer.
Fulfilled | A participant has answered. When you select the participant, his or her answer appears as a child of the invitation. You can select and insert any relevant information from that text into your own reply to the contact's e-mail.

## Replying to a Contact

To reply to a contact's e-mail, using all or part of your invitee's answer, do one of the following, depending on whether the contact's e-mail is already open on your desktop, the contact's e-mail is saved in the Draft Workbin, or you want to use a response from a collaborator that is stored in the Collaboration Workbin:

- If your reply to the contact's e-mail is open on your desktop:

1. On the Collaboration tab, select the participant’s reply. The details are displayed on the bottom of the pane

2. Copy and paste, drag and drop, or use the Insert button to insert some or all of the content of the participant's answer into the e-mail.

3. Click Send.

- If you stored your reply to the contact's e-mail in your Draft E-mail Workbin:

1. Click the Workbins icon, and then select Draft E-mail.

2. On the Draft E-mail pane, select the contact's e-mail.

3. Click the Open button. The contact's e-mail is opened on the desktop.

4. Click the Collaboration tab, and then select the participant's reply.

5. Copy and paste, drag and drop, or use the Insert button to insert some or all of the content of the participant's answer into the e-mail.

6. Click Send.

- If you stored the participant's reply to the contact's e-mail in your Collaboration Workbin:

1. Click the Workbins icon, and then select Collaboration Workbin.

2. Select the participant's reply.

3. Click the Open Draft button. The corresponding contact's e-mail is opened on the desktop.

4. Click the Collaboration tab, and then select the participant's reply.

5. Copy and paste, drag and drop, or use the Insert button to insert some or all of the content of the participant's answer into the e-mail.

6. Click Send.

## Recalling an Invitation to Collaborate

To recall an invitation (if, for example, you no longer need an answer):

- Select the invitation that you want to recall from the Invitations list of the Collaboration tab, and then click Recall.

Your participant's desktop displays the cancellation, and he or she knows that you no longer need his or her help.

## Transferring a Collaboration

If you sent an invitation(s) and, for some reason, you are unable to continue handling the invitation and/or the contact interaction, you can transfer the contact's e-mail to another agent or supervisor. The person to whom you transfer the e-mail then becomes responsible for the invitation(s), and he or she receives the participant's answers.

To transfer a contact interaction and your invitation(s) to collaborate in an answer:

- Open the contact's e-mail, and then click Transfer.

For further details, see Using Transfer for Outgoing E-Mail and Chat.