To accept an email interaction, follow these steps:

1. Log in as an agent and go on queue. The Agent Workspace opens and incoming email messages appear in the Active Interactions list. 
2. To read and respond to the message, click Answer.
   

   Note: When you decline or fail to answer an interaction within a certain amount of time, Genesys Cloud places you into Not Responding status. When you are in the Not Responding status, you do not receive new interactions. Declined or not answered interactions reenter the queue.