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Forward email

Coming soon. Availability has not yet been confirmed for production.
Forward an individual email to a supplier or another recipient while keeping that correspondence in the current conversation. For example, send a customer’s product question and screenshots to a supplier, then continue the supplier thread from the same workspace.

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Before you start

You need permission to reply, an active configured email sender, and a conversation assigned to an agent with status Open, Pending, or Resolved. Use the same email setup and file limits as ordinary email replies. No forwarding-specific setting is required.

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Forward a message

  1. Open the three-dot menu on the email you want to forward and choose Forward. The editor opens its recipient details automatically.
  2. Review the editable subject, initially Fw: <original subject>, and body.
  3. Enter To recipients. Add CC or BCC only when needed; all recipient fields start empty. From uses your normal outgoing sender options.
  4. Review the automatically included attachments and embedded images. Remove any unwanted files or images, and upload additional files from your computer.
  5. Select Send.
Only the selected stored message is included. Existing quoted text inside that message remains; earlier timeline messages are not added. Generated attachment analysis is omitted. Removing a copied file or image leaves the original email unchanged. Existing upload and send validation still applies.
Email message menu with Forward
Forward editor with editable subject, blank recipients, copied files and an embedded image

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Continue the correspondence

Sending creates a new email thread associated with the conversation. It becomes available in the normal thread selector. Select it when you want to reply on that thread; ordinary thread-specific recipient defaults then apply. A small TID: 1, TID: 2, and so on identifies each email thread within this conversation. Match the hint on an email card with the number at the start of each option in the editor’s subject dropdown. Expand a card to see its subject and participants. The number stays the same as replies arrive and is never sent to recipients. If conversations are merged, moved threads receive numbers in the destination conversation. While composing a forward, the editor shows New thread until you send. Selecting an existing thread switches to an ordinary reply on that thread. Supplier replies follow the normal incoming-email workflow. Sending a forward does not change the conversation status or its automatic-close schedule. A reply to a Closed conversation follows the usual resolution behavior and does not reopen that Closed conversation.

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Customer and internal notifications

Forwarding activity, including status changes caused while processing supplier replies, does not generate automated customer email notifications. CXP also excludes forwarding threads when choosing a destination for other automated customer notices. Independent actions can still notify the customer on an eligible ordinary customer thread; if none exists, the notice is skipped. You control the actual message recipients. If you explicitly enter the customer’s address, the forwarded email is sent to them. Conversation history, AI context, Agent Assist, and internal follower notifications keep their existing behavior.

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Return to an unsent forward

Forward uses the existing local draft mechanism. In the same browser and tenant, a saved draft can retain its body and uploaded files after reopening or signing back in. Recipients must be entered again, and the default forward subject returns; edited subjects and recipient fields are not saved. Existing file expiry and local draft limitations apply. This is not a draft shared across devices.