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 Open.
- The contact has a primary or secondary email address.
- The conversation is assigned to an agent. If it is unassigned or assigned to a team, take it over from the Conversation controls rail first.
- 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 conversation, select Public reply, and select Email. Email is available whenever the associated contact has an email address; it does not depend on an existing email interaction. CXP derives the default email envelope from the conversation and channel configuration. Pending and Resolved conversations offer Internal note only. Reopen the conversation before sending a public email reply. 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. Intentional blank lines are retained after sending, both in the conversation timeline and in the delivered email. Add or remove blank lines in the composer to control the vertical separation between sections of your reply. Before sending, review the generated content and recipients. Internal notes should use the internal note path, not a customer email reply.Resize inline images
Select or hover an inline image to reveal its right-edge resize handle. Drag the handle to set a fixed pixel width while preserving the image’s proportions. Use Reset in the image controls to return to its responsive percentage width. Review the final image size before sending because email clients can differ in their available reading-pane width.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:
If final delivery fails, CXP can update the message status and append an internal timeline event.