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Pick Up or Reopen an Email Message

Requirements: See Pickup.

You can pick up or reopen an email message from an Email List or My Interactions or you can browse a workgroup queue and pick up an email message. You may also pick up an email message assigned to someone else, if you determine that a particular circumstance requires you to do so. Also, an ACD-routed email message may open automatically, if your user information in Interaction Administrator is configured to Auto-Answer ACD Interactions.

To pick up or reopen an ACD-routed email message:

Do one of the following:

- In the Email List, select an email interaction.
- In your My Interactions queue or any other queue view in which the email interaction is alerting, select the inbound email interaction.

To pick up or reopen the email message, do one of the following:

- Double-click the email message.
- Click the Pickup button.

Result: One of the following happens, depending on where you selected the email message and the views available in your Interaction Desktop workspace:

- If you selected the email interaction in the Email List, the message appears in the Email Editor.
- The message appears in the Email Window for Incoming Messages.