Accept email/chat from queue or waiting list

When you in ACE Agent are in Ready status you can start handling contacts, i.e. emails and chats. Contacts in queues are automatically routed to you.

For contacts routed via waiting lists, you first pick both list and contact:

1. Click on the underlined name of a waiting list in the queue status window.
2. In the list opened in the support functions area, double-click on the row/contact you want to have delivered to you or browse to it using the arrow keys and press Enter.
3. Unless you have selected in Client settings that emails/chats shall be automatically accepted you click on Accept or press F10.

Also see Several ways to forward email in Agent, Attach file to email in ACE Agent and Change email reply address in Agent.