While the primary way of working on an email is to be offered it and accept, some clients use another method, which is closer to the concept of a group inbox.
Admins can enable agents to look at the queue and pick messages from it directly.
To see the list of messages waiting in a queue:
- Click the Queues tab, to the right of Active. This option is only visible if an Admin has enabled it.
You will see a table of all messages waiting in queue, with headline information about each message. To pick a message from the queue:
- Click the
icon to the right of the message.
The email will immediately be accepted and moved to your Active tab. You can proceed with it as normal.