Reply to an email conversation

Once an email conversation is assigned to you, the request pop over displays the customer name, email, and queue name. The timer indicates the time that has elapsed since you received the email conversation.

  • You’ll receive a sound notification for new messages (on an existing conversation) on the Agent Desktop.
  • If you receive a new email while replying.
    • A banner message appears above the Email widget that says, View all messages to take further action. The new emails appear in blue at the top of the thread. Once you view all the messages of this thread, the blue highlight and the banner message disappears.
    • A banner message below the Email composer says that You are not responding to the latest email in this conversation. Once you send the message, the banner disappears when you respond to the same thread or move to another message thread.

Before you begin

You must be in the Available state to receive requests. If you’re in the RONA state, change your state from RONA to Available.


Click Accept in the request.

The request opens in the compose box, and displays an interaction pane.

Click to view the email body and the following options:

  • Reply—Select this option to respond to the sender only. When you Reply to an email, the To and Subject fields are autopopulated and can’t be edited.

  • Reply All—Select this option to respond to all recipients. When you Reply All to an email, the To and Subject fields are autopopulated and can’t be edited. The Cc field gets prepopulated with the original Cc of that email. You can add or remove email IDs in the Cc field. If needed, you can also hide the Cc field.

  • Forward—Select this option to send it to a new recipient. When you Forward an email, the Subject field is autopopulated. You can add or remove email IDs in the To and Cc fields. The email body gets populated with the latest email in the composer.

    • While replying to an email, you can view the conversation history by clicking the ellipses (trimmed content) icon in the email body. You’ll view the ellipses icon in the Composer but not in the Reading pane.
    • You can edit the information in the trimmed content to amend comments in the email thread. Edits are recorded in the email history as part of the email response.
    • For the edit quoted replies feature to function as expected, turn off the Enable chat history in agent replies toggle (admin setting).

(Optional) Click Cc to send a carbon copy of the email to more recipients.


Compose the email in the email body.

  • When you compose a message but don't send it, the email is automatically saved as a draft. These drafts are easily accessible from the composer.
  • Moreover, when you transfer a conversation with a draft, all agents involved can access and review any saved drafts from the previous conversation.

(Optional) Attach a file or use message templates.


(Optional) Trigger a workflow.


Click Send.

Transfer an email conversation

If an email is misclassified or you can’t resolve a customer’s question and want to escalate the email request, you can transfer the email request to another queue.

Before you begin

You must accept the request before you can transfer it.


Click Transfer.

The Transfer Request dialog box appears.

Select a queue from the drop-down list, or use the search field to filter the list. The drop-down list displays the queues that are available to transfer the email request.


You can't transfer an email to a specific agent or supervisor.


Click Transfer.

The transfer request is initiated, and the Wrap Up Reasons dialog box appears. For steps on how to apply a wrap-up reason, see Apply a wrap-up reason.