-Set your presence status to Available when you log in so your team knows you’re ready to take email cases.

-Click the Navigation (Hamburger) icon to open the menu and access sections like Contacts and Conversations.

-Use the My Work Items (Omnichannel Agent Dashboard) to view and manage your open cases.

-In the Work Items area, you can search, refresh, or filter your cases and open one to see the full conversation.