If no agent is available to accept a digital message, it ends up in the New Messages folder. Once there, any agent that has access can Engage, Recategorize, or Assign it to another agent (including themselves. Engage does not place the message in the Agent's active message thread list - it moves it to their "My Inbox" folder. Once there, the UI for interacting with the message is completely different than the UI for messages routed to you from the Queue. I can't access the Customer Card unitl I click on the Customer's name where I will see the customer card pop open to a new modal dialog that prevents me keeping doing anything else until it's closed. If I hit reply, I get another modal dialog that doesn't function the same as when the message is routed from the Queue directly to the agent. When the interaction is complete, I can use the "Solve" button but I don't see any Summary generated and no option for a Disposition.