Forwarding emails

You can forward emails to multiple parties with additional recipients copied and blind-copied on forwarded mails.

DESKTOP - You can forward emails from the My History folder and its subfolders, the History folder and its subfolders, and the Failed folders. Forwards in progress are housed in the agent's personal Drafts folder, in the Forward subfolder. When forwarding an email that failed to route, the options to reroute or junk the email will not be available.

WEB - 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".

Note:

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.

The following procedures explain how to:
  • Forward an email
  • Discard forwards in progress
To forward an email (DESKTOP):
  1. In the My Folders view, expand the Folders pane.
  2. In the Folders pane, select either the History, My History, the Failed folder, or their subfolders.
  3. In the List pane, select the email and, in the Action bar, click Forward.
  4. 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.
  5. Click Send.
To forward an email (WEB):
  1. Click History and, optionally, select a Filter:.
  2. Select an email or hover over the item avatar and click Forward.
  3. 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.
  4. Click Send.
Note:

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".

To discard a forward in progress (DESKTOP):
  1. In the My Folders view, expand the Folders pane .
  2. In the Folders pane, click Drafts. If necessary, expand the My Folders folder first.
  3. Expand the Drafts folder and select Forward.
  4. In the List pane, select the email and, in the Action bar, click Discard Draft.
To discard a forward in progress (WEB):
  • Click Inbox and either select the forward in progress or hover over the item avatar and click Discard.
Parent topic: Handling emails in Ignite
↑