Forwarding emails
You can forward emails to multiple parties with additional recipients copied and blind-copied on forwarded mails.
You can forward emails from the History page. Forwards in progress are housed as drafts in the Inbox.
Agents cannot forward emails from reply mode. Instead, agents can transfer emails to internal and external destinations. For more information, see "Transferring emails to internal and external destinations" and "Replying to emails".
When replying to an email, you can select the Paste as Text button to paste the content into the email message as plain text. When you click Paste as Text for the first time, Ignite displays the message, “Paste is now in plain text mode. Contents will now be pasted as plain text until you toggle this option off. The latest state of the toggle button is saved to your profile.
- Forward an email
- Discard forwards in progress
- Click History and, optionally, select a Filter:.
- Select an email or hover over the item avatar and click Forward.
- Insert addresses in the To: field, and copy or blind-copy additional recipients by filling in the appropriate fields. Separate multiple addresses with semi-colons.
- Click Send.
When you forward an email to an external email address, the contact information is automatically added to the associated case and in the database. Also, the state of the case is updated to "Waiting for customer".
- Click Inbox and either select the forward in progress or hover over the item avatar and click Discard.