--- title: "Handle emails" slug: "handle-emails" updated: 2026-07-23T10:07:33Z published: 2026-07-23T10:07:33Z canonical: "help.8x8.com/handle-emails" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.8x8.com/llms.txt > Use this file to discover all available pages before exploring further. # Handle emails Emails are handled from the same **8x8 Contact Center** app panel as phone calls and chats. To receive or place emails using the **8x8 Contact Center** app, you must: - Be a member of the email queue to which the email is routed. - Set your status to **Available** in the **8x8 Contact Center** app. ## What happens when I am offered an email? When you are logged in to the **8x8 Contact Center** integration app with the status set to **Available**, and an email is offered, a notification pops on the screen, prompting you to accept ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-accept-interaction_17x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) or reject ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-reject-interaction_17x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) the incoming email. The notification lists the name of the customer, the email subject, the queue it came from, and the time spent waiting in the queue. ## What is a typical inbound email flow? When an email is offered to an available agent, a notification displays prompting the agent to accept or reject the interaction. > [!NOTE] > Note: > > To receive interactions, agents must have their status set to **Available**. 1. Log into your **Salesforce** account. 2. Go to **App Launcher ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-salesforce-app-launcher_20x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) > 8x8 Service Console**. 3. Click the **8x8 Contact Center** app ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-8x8-cc-integration-app_38x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) icon from the bottom-left corner of the page. 4. Log in to the integration app using your credentials. 5. Select **Ready to work**, or set your status to **Available**. 6. When an email interaction is offered, click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-accept-interaction_17x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) to accept it. 7. The email opens in the **8x8 Contact Center** app, and the system searches the **Salesforce** CRM for customer information that matches that email address. The number of matches is listed in the customer’s avatar ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-avatar-multi-match_19x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) in the 8x8 integration panel. Depending on the situation, the email could return: 1. **No matching records**: The search yields no results for the customer and the CRM screen pops a **Case** tab, and a **New Contact** tab for you to fill in with relevant information. 2. **A single matching record**: The search yields a single matching record and screen pops a **Case** tab, and the customer information on the screen. The inbound email message is included in the Case tab in Salesforce. 3. **Multiple matching records**: The search yields multiple search results and only the **Case** tab pops on the screen. In this case, you need to click the avatar and manually select which of the matched record to link the new case to. Once selected, click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-close_16x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) to return to the email in the 8x8 app panel. > [!NOTE] > Note: > > If multiple matches are found, click the avatar and select the correct contact to reply to. By default, the CRM matches the case to the first match in the list. 1. Click **Reply** to reply to the email. 2. (Optional) To preview the original email, click the **Show trimmed content** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-show-trimmed-comment_20x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) icon in the message panel. 3. Type the response. 4. Click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-status-arrow-line-down_17x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) next to the contact’s name. 5. Select a **From** address for your reply. 6. Click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-send_21x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) to send the email. The post-processing time initiates if your administrator has set it up for your tenant. Post-processing gives you time to wrap up notes for the chat. 7. Click **Wrap up**. > [!NOTE] > Note: > > If post-processing times out your status will change to **Available**. The case is updated with the reply email, and the app sets your status to **Available**. Click **Work Offline** if you need more time to complete any post-processing task. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/reply-email-flow.gif?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) ## What is the screen pop behavior for email interactions? When an email interaction is offered, the **8x8 Contact Center** integration app looks up the email address of the incoming interaction and then searches the **Salesforce** CRM for a matching record. The number of matches is listed in the customer’s avatar in the 8x8 app panel. Depending on the situation, the email could return: - **No matching records**: The search yields no results for the customer and the CRM screen pops a **Case** tab, and a **New Contact** tab for you to fill in with relevant information. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/no-match.gif?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) - **A single matching record**: The search yields a single matching record and screen pops a **Case** tab, and the customer information on the screen. The inbound email message is included in the Case tab in **Salesforce**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/single-match.gif?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) - **Multiple matching records**: The search yields multiple search results and only the **Case** tab pops on the screen. In this case, you need to click the avatar and manually select which of the matches to link the new case to. By default, the CRM matches the case to the first match in the list. Once the correct match is selected, click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-close_16x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) to return to the email in the 8x8 app panel. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/multi-match.gif?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) ## Forward emails > [!NOTE] > Note: > > The forward option is used to forward an email interaction to an external email address. Let’s say you receive an email from a customer that requires information on a pending invoice. All invoice related issues are handled by the financial department, which is external. You can easily forward the email to the financial department so they can provide a solution to the customer. The forwarded email includes the original message received from the customer. > [!NOTE] > Note: > > Forwarded emails remain linked to the customer database in the **Salesforce** CRM, not to the address the email is forwarded to. **To forward an email to an external address:** 1. When an email interaction is offered, click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-accept-interaction_17x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) to accept it. 2. The email opens in the **8x8 Contact Center** app, and the system searches the **Salesforce** CRM for customer information that matches the email address. > [!NOTE] > Note: > > If multiple matches are found, click the avatar and select the correct contact to reply to. By default, the CRM matches the case to the first match in the list. 1. Click the arrow ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-arrow-line-down-blue_19x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) next to the Reply button and select **Forward**. - OR- Click **Reply > More actions![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-more_18x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) > Forward**. 2. Add the external email address(es) in the **To** field. 3. Select a **From** address. 4. Click **Continue**. 5. Type a message or simply leave the original message received. 6. Click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-send_21x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) to send the email. The post-processing time initiates if your administrator has set it up for your tenant. Post-processing gives you time to wrap up notes for the chat. 7. Click **Wrap up**. > [!NOTE] > Note: > > If post-processing times out your status will change to **Available**. The case is updated with the forwarded email, and the app sets your status to **Available**. Click **Work Offline** if you need more time to complete any post-processing task. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/forward-email.gif?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) ## Transfer emails The transfer option allows agents to transfer an email interaction to another queue. Let’s say as a sales agent, you receive an email from a customer that requires help from Customer Support. You can easily transfer the email to the support queue so they can provide a solution to the customer. > [!NOTE] > Note: > > Emails can only be transferred to a single address. **To transfer an email:** 1. When an email interaction is offered, click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-accept-interaction_17x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) to accept it. 2. The email opens in the **8x8 Contact Center** app, and the system searches the **Salesforce** CRM for customer information that matches the email address. > [!NOTE] > Note: > > If multiple matches are found, click the avatar and select the correct contact to reply to. By default, the CRM matches the case to the first match in the list. 3. Click the arrow ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-arrow-line-down-blue_19x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) next to the Reply button and select **Transfer**. -OR- Click **Reply** and from the bottom of the panel select the transfer ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-transfer_18x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) icon. 4. From the queue list, select the queue to which you want to transfer the email. 5. Select **Transfer**. 6. In the warning window that displays, select **Continue**. 7. Click **Wrap up**. > [!NOTE] > Note: > > If post-processing times out your status will change to **Available**. The app sets your status to **Available** and new interactions can be assigned to you. Click **Work Offline** if you need more time to complete any post-processing task. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/transfer-email.gif?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) ## End interaction Let’s say you receive an email interaction from a customer that informs you he paid the invoice he received from the company. If no follow-up is required, you can simply end the interaction from the **8x8 Contact Center** app. **To end an interaction:** 1. When an email interaction is offered, click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-accept-interaction_17x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) to accept it. 2. The email opens in the **8x8 Contact Center** app, and the system searches the **Salesforce** CRM for customer information that matches that email address. > [!NOTE] > Note: > > If multiple matches are found, click the avatar and select the correct contact to reply to. By default, the CRM matches the case to the first match in the list. 1. Click the arrow ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-arrow-line-down-blue_19x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) next to the Reply button and select **End interaction**. -OR- Click **Reply > More actions ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-more_18x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) > End interaction**. 2. In the confirmation window that displays, click **End**. 3. Click **Wrap up**. > [!NOTE] > Note: > > If post-processing times out your status will change to **Available**. The app sets your status to **Available** and new interactions can be assigned to you. Click **Work Offline** if you need more time to complete any post-processing task. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/end-email-interaction.gif?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) ## Send new email Let’s say you have to send a new email to the Sales department regarding a warranty claim. You can easily create new email from the **8x8 Contact Center** app. When you start creating an email, the app changes your status to **Busy** to prevent you from receiving new interactions until you wrap-up or change your status to **Available**. **To create a new email:** 1. Log into the **8x8 Contact Center** app for **Salesforce**. 2. Click **Add interaction** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-add-interaction_16x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) from the left side of the **8x8 Contact Center** app. 3. Select **Email**. > [!NOTE] > Note: > > Your status changes to **Busy**. 1. Fill in the required fields: - **From**: Select an email address that the recipient will see. - **To**: The email address of the recipient. - **Subject**: Used to add a description to highlight what the email is about. 1. Click **Compose**. 2. Type your message. > [!NOTE] > Note: > > You can use the features at the bottom of the panel to add your signature, attach files, or access the knowledgebase. 1. Click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-send_21x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) to send the email. The post-processing time initiates if your administrator has set it up for your tenant. Post-processing gives you time to wrap up notes for the chat. 2. Click **Wrap up**. > [!NOTE] > Note: > > If post-processing times out your status will change to **Available**. The case pops on the screen and includes the email and attachments, then the app sets your status to **Available** so new interactions can be assigned to you. Click **Work Offline** if you need more time to complete any post-processing task. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/new-email.gif?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) ## Create a follow-up email Let’s say you sent an invoice to a customer and the invoice is now overdue. You can create a follow-up email to remind the customer of the invoice payment issue, and link the email to the case generated when you first sent the invoice. This will ensure that all follow-up emails are documented within the same case. **To create a follow-up email:** 1. Log into the **8x8 Contact Center** app for **Salesforce**. 2. From the **Salesforce** navigation menu, select **Cases**. 3. Open the case you want to follow-up on. 4. Select **Details**. 5. Scroll down to **MainNumber** and copy the number. You will need it when you create the email. 6. Click **Add interaction** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-add-interaction_16x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) from the left side of the **8x8 Contact Center** app. 7. Select **Email**. > [!NOTE] > Note: > > Your status changes to **Busy**. 8. Fill in the required fields: - **From**: Select an email address that the recipient will see. - **To**: The email address of the recipient from the case you are following up on. - **MainNumberID**: Add the **MainNumber** copied from the case details and verify that the numbers match. This will ensure the email relates to the existing case in **Salesforce**. - **Subject**: Used to add a description to highlight what the email is about. 1. Click **Compose**. 2. Type your message. > [!NOTE] > Note: > > You can use the features at the bottom of the panel to add your signature, attach files, or access the knowledgebase. 1. Click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-send_21x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) to send the email. The post-processing time initiates if your administrator has set it up for your tenant. Post-processing gives you time to wrap up notes for the chat. 2. Click **Wrap up**. > [!NOTE] > Note: > > If post-processing times out your status will change to **Available**. The follow-up email and any attachments are now visible in the case’s feed. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/follow-up-email.gif?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) ## Pull emails You can pull emails from your assigned queues at any time, even if the queues are not enabled, regardless of your status or the limit set by the admin for handling blended interactions. Let's say you are on the phone with a customer who says they sent two emails with pictures of a damaged product they received to the support email address. The emails were routed to the email queue, but you are not enabled to serve emails at the moment. As an agent, you can pull the emails simultaneously from **My assigned queues** to assess the damage and speed up the resolution of the case. Click **Stop new** to prevent the app from offering new interactions, select the emails you wish to pull, and click **Accept interaction**. The emails open separately in the integration app and you can reply to the emails individually. **To pull emails from a queue:** > [!NOTE] > Note: > > This feature is only available if enabled by the admin. 1. Log into the **8x8 Contact Center** integration. 2. Set your status to **Work Offline** if you want to focus on your tasks without being offered a new interaction. You can pull emails regardless of your status or the limit set by the admin for handling blended interactions. 3. Click **My assigned queues**. -OR- Click **Show menu** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-menu_21x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) and select **My assigned queues**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/pull-email-queue.gif?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) 4. Hover over a queue and click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon_pull-email-queue-icon_30x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) to retrieve an email from that specific queue. The icon displays the number of queued emails. > [!NOTE] > Note: > > Clicking **Pull email** next to the header name for the email queues allows you to pull emails from all queues. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/pull-email-queue-2.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) 5. In the **Queued emails** window that displays, search for the relevant email. You can use the search bar to locate an email or click the arrow > icon in front of the wait time to preview the content of the email. 6. Select an email and click **Accept interaction**. The email opens in the **8x8 Contact Center** app. If the email is from an existing customer, the customer information and a Case tab display in the CRM. > [!NOTE] > Note: > > You can pull multiple emails at a time, regardless of your status or the limit set by the admin for handling blended interactions. The emails open as separate interactions in the integration app. Additionally, if the admin enabled the permission, you can delete queued emails to prevent spam or remove emails that are no longer relevant or have been resolved, helping to prevent the queue from becoming overloaded. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/queued-emails-dialog.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) 7. Click **Reply** to respond to the email from the **8x8 Contact Center** app. ## What information is available in the Queued emails window? The **Queued emails** window includes the following information that you can use to determine which email to pull from queue: ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/queued-emails-window.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A19Z&se=2026-11-03T22%3A51%3A19Z&sr=c&sp=r&sig=WYp%2Bdo4AQn6SRJ7S5vfWXUrgQmNas4urfF%2FUBneHFlw%3D) - **Wait time**: Displays how long the email has been in the queue. - **Case/Follow-up**: Displays the case or follow-up number for the email. New emails are identified using an integer number (e.g. 406). Follow-up emails are identified using a decimal number (e.g. 406.1). - **Queue**: Displays the name of the queue the email came from. - **From**: Displays the email address of the sender. - **Contact**: Displays the name of the person that sent the email. - **Subject**: Displays the subject of the email. You can use the search bar to search queued emails by queue name, email address, contact name, or subject.