Reply to email conversations
Email conversations appear in the same conversation timeline as other channels. When an email conversation is assigned to you and the tenant email channel is configured, you can reply from the conversation workspace.Prerequisites
Before replying by email:- The conversation is assigned directly to you.
- The conversation is not closed.
- The tenant has an enabled email address configured.
- The conversation has email participants or a valid reply context.
- You have permission to reply to conversations.
Open the email composer
Open the assigned conversation and use the email composer in the timeline. CXP derives the default email envelope from the conversation and channel configuration. Depending on the thread, you can review or edit:- From
- To
- CC
- BCC
- Subject
- Body
- Attachments
Write rich email content
The email composer supports rich Markdown-style content. Use it for normal customer-facing replies, summaries, instructions, and follow-up details. Before sending, review the generated content and recipients. Internal notes should use the internal note path, not a customer email reply.Add attachments
When attachments are enabled for the email composer, attach supported files before sending. CXP stores the file and includes it in the outbound email delivery request. Use attachments only when they are appropriate for the customer and do not include internal-only context.Send and track delivery
After you send, the outbound email remains in the timeline. CXP can show delivery states such as:| State | Meaning |
|---|---|
| Accepted | CXP accepted the send request and is working on delivery. |
| Sent | The email provider accepted the message. |
| Delivered | The provider reported final delivery. |
| Delayed | Delivery was deferred by the provider or recipient server. |
| Not delivered | Synchronous send failed or retry budget was exhausted. |
| Bounced | The provider reported a bounce. |
| Dropped | The provider reported that the message was dropped. |