Forward an email

Prerequisites 

The following permissions:

  • Conversation > Email > Forward

As an agent, you can forward an email to internal or external recipients. 

Note: You can forward an email or send a reply to an email, but not both.

To forward an email:

  1. Select the email message you want to respond to from the Active Interactions list.
  2. Click the Forward button. Any attachments in the original email are also forwarded.
  3. Enter the email recipients for the message.
  4. Type your message. For help formatting the text in your response, see Format text in an email message.
  5. Click Send.
  6. Complete any required after call work.