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Handle an inbound email

Inbound email creates or updates a conversation and keeps the email thread visible in the conversation timeline.

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Prerequisites

• Your role can read and reply to conversations.
• The email address is active in Email Management.
• The conversation is assigned to you, or you have permission to take over assignment.

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Open the email conversation

1. Open Conversations.
2. Use My Conversations, a team view, or a configured email view.
3. Select the email conversation.
4. Review the timeline, participants, subject, and previous replies.

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Compose a reply

1. Open the email composer.
2. Confirm the sender address.
3. Review To, Cc, and Bcc recipients.
4. Write the reply.
5. Attach files when the workflow requires them.
6. Send the reply.

CXP stores the reply in the timeline and tracks delivery status when provider status events are available.

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Follow up

Use Pending when the customer or an internal party needs time to respond. Add a clear pending reason so queue views explain why the conversation is waiting. Use Resolved when the email issue appears complete but should remain reopenable.