Handle an Inbound Email

When email enters your queue, you can accept and reply, reply all, transfer, forward, or discard the message.

Reply to the Email Message

1. Click Reply to respond to the sender or Reply All to respond to the sender and all recipients of the original email message.

2. To add CC or BCC contacts to your reply, click Add CC or Add BCC, respectively. Type the email addresses you want in the CC or BCC fields, separated with semicolons.

1. Type the email message in the text area. Use the standard text markup tools in the text area toolbar as needed, including to insert quick replies.

2. To add an attachment to the email, click Add Attachment and select the file you want to attach to the email.

3. When you are satisfied with your message, click Send.

Forward the Email Message

1. Click Forward.
2. Type the email address of the person you want to forward the email to.

Transfer the Email Message to Another Agent or Skill

1. Click Transfer.

2. Select the agent or skill you want to handle the email from the To field.