An agent can reply to an email in the same way as a message by using action items. However, for email replies, a separate window will pop-up for you to type in your response.
Navigate to Inbox via the left-hand navigation bar.
Select the desired mailbox folder.
Click on the message to which you’d like to reply.
Hover over the message and click the Reply leftward arrow button.
Fill out the fields as desired (see Email options for more info).