Hi Team,
I would like to keep the email chain when a CSR using the email icon. At the moment it creates a new email with nothing from the previous exchange.
Is this possible?
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Hello Autumn,
The issue takes place because the action 'Reply all' does not bind the email to the case.
Please, see the screenshots below for clarity.
If it is necessary to keep an email thread, the Case number needs to be entered manually.
If an email can be sent without a running list of all the succeeding replies starting with the original email, one can be sent from the Case page directly.
In this case, an email will be automatically linked to the case.
The 'Reply all with template' feature, which allows to reply directly from the Case page, automatically binding to the case and to keep the email thread.
Please note, that Apart from the listed options, you can set up automatic email binding to any section record in the system. Such functionality is available in the ‘Rules' for connecting emails to system sections’ lookup, where you can create your own rules for connecting emails to sections.
Best regards,
Bogdan