> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/use/handle-conversations/webagent/handle-email-dialogues.md).

# Handle email dialogues

Handle email dialogues in WebAgent.

Use WebAgent to accept, reply to, classify, and search email dialogues when email handling is enabled for your environment. For the location of the dialogue header, message editor, and search controls in each layout, see [Find text-dialogue controls](/use/handle-conversations/webagent/manage-dialogues-and-history.md#find-text-dialogue-controls).

## Start from WebAgent

Sign in to WebAgent and, when needed, sign in to your Unified Contact Center (UCC).

{% content-ref url="/pages/BMdIFYECjbXP70y88EAT" %}
[Sign in and manage your profile](/use/handle-conversations/webagent/sign-in-and-profile.md)
{% endcontent-ref %}

## Handle an incoming email dialogue

1. When WebAgent offers the email, open it in **Dialogues**. In the classic layout, choose it from **Personal** and open **Conversation**; in the new layout, choose it from the **Dialogues** panel on the left.
2. Select **Accept** in the dialogue header, or **Decline** if you cannot handle it. If you take a waiting email from **Queue**, accept it when offered.
3. Read the email in the message thread. Select **Reply** in the header to address the sender, or **Reply all** when it is offered and you need to include the other recipients.
4. Type in the editor below the messages. If available, use the **Attachment** button beside the editor to add a file; select **Send** below the editor to send the reply. **Forward** in the header is available only where permitted.
5. When the exchange is complete, [classify the dialogue](/use/handle-conversations/webagent/manage-dialogues-and-history.md#classify-a-dialogue) if needed, then select **Handled** in the dialogue header. WebAgent may ask for a classification before finishing.

## Start an outbound email

Your organization must have an Email Dialogue Provider configured to send outbound email from WebAgent.

1. Select a contact and choose the email action from their contact card. Alternatively, in the new layout, open **Dialogues** and select **New Email** at the top of its left-hand panel; in the classic layout, select **New Email** from the WebAgent navigation.
2. If you have access to more than one UCC, select the UCC whose configured mailbox you need to send from. Outbound mail uses the first configured Email Dialogue Provider for the selected UCC.
3. Enter the primary recipient and subject, then select **Create new email**.
4. In the new email dialogue, write the message in the editor below the thread, add attachments with **Attachment** if needed, and select **Send** below the editor. Select **Handled** in the dialogue header when the exchange is complete.

Send the first message to the primary recipient before forwarding to other recipients. Add a CC on the first message only if your environment offers that option.

## Use timeline and classification details

When available, open **Timeline** or **Classification** beside the conversation: use their tabs in the classic layout, or a widget or side-panel button in the new layout.

The fields and actions shown in WebAgent depend on your environment. For the customer history and classification controls, see [Manage dialogues and call history](/use/handle-conversations/webagent/manage-dialogues-and-history.md).

## Search email dialogues

Open **Text Search** from the WebAgent navigation to find available archived email conversations; in the new layout, it has its own left-navigation item. For waiting emails, use **Waiting** in the classic **Dialogues** area or **Queue** in the new layout. Search availability and filters depend on your configuration.

## Settings

Open [WebAgent preferences](/use/handle-conversations/webagent/set-webagent-preferences.md) for notification and text-alert settings. Settings can differ between organizations and dialogue channels.


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