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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. Automatic replies exclude CXP’s configured email addresses and the reply’s sender from To, CC, and BCC. If no eligible To remains, no email is sent and a retained Concierge Agent reply shows Not sent. See automatic recipient filtering for the included addresses and configuration behavior. If CXP cannot read the configuration needed to check automatic recipients, it still saves the customer’s incoming email. An agent can review and answer it; the withheld automatic reply is not retried automatically. To inspect what CXP received, open the received message’s vertical three-dot menu and select View original email. The received provider payload opens as text; unavailable payloads show Original email is not available. See view the original email.

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Read a forwarded email

When a customer’s first email creates a conversation, CXP preserves forwarded messages and copied thread text so you and the Concierge Agent can understand the inquiry. Later replies keep the usual removal of repeated quoted text. If that first email includes useful HTML formatting up to 64 KiB, it appears in the timeline. Tables, headings, links and supported images remain visible; active content and unsupported styling are removed. Use the Text / HTML toggle after the header chevron to switch between the normalized text and formatted view. Simple emails and ordinary forwarded text threads use the text view when their HTML adds no useful presentation. In that case there is no Text / HTML toggle. The original received payload still includes its HTML through View original email.
Simple forwarded email with readable nested quotes and no HTML toggle

A simple forwarded discussion uses the text view and preserves nested quotes.

CXP conversation showing a customer's forwarded reward email with its table layout and reward code

A forwarded reward email keeps its layout and the customer's inquiry together.

The text available to the Concierge Agent is limited to 32 KiB, with a notice when truncated. HTML larger than 64 KiB is omitted as a whole. If the formatted view cannot load, CXP displays the normalized text automatically. Attachments and embedded images continue to work as before. Allowed externally hosted images load directly from their hosts and can be unavailable or blocked by your browser; CXP does not download them into the conversation. These improvements apply to newly created conversations. Historical messages are not rebuilt, and a retried intake after a partially completed creation may use the ordinary text view.

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Recovery from slow email setup — Coming soon

CXP will allow more time to find or create a conversation for an incoming email. If that step times out or temporarily fails, the email provider will be able to retry delivery. This reduces blank tickets caused by a slow initial lookup or creation. It does not restore emails missing from earlier incidents.

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When your channel is copied

If none of the receiving channel address, tenant default, or selected-channel default appears in To, CXP records the email and assigns an unassigned conversation to All Agents, without an automatic Concierge Agent reply. Existing agent or team ownership is preserved. Open Unassigned to find All Agents work, then take ownership before replying. This also covers BCC delivery and empty To headers. Understand the matching rule.

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Returned copies do not start another reply

When forwarding returns an email sent by CXP with the same stored Message-ID, CXP acknowledges and ignores it before creating activity or sending another reply. A customer’s genuine reply with a new identity continues normally. See returned-copy recognition and its limits.

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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.
When the Concierge Agent’s file-upload and attachment-analysis settings are enabled, CXP analyzes supported inbound image and PDF attachments before the Concierge Agent responds. The customer email remains visible in full. Generated attached-file analysis appears below it in a labeled three-line preview. Each result identifies its attachment filename, and multiple results are separated by dividers. Expand the preview when you need the complete bounded analysis.

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Recover missing inline images

If an email image was stored but is missing from the displayed body, it appears in the message’s attachment gallery. Select its thumbnail to preview it or use its download control. This also applies to stored signature images and outbound emails. Images already displayed in the body appear there once. The fallback cannot recover a file that was never stored.

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Receive escalated email work

By default, escalated emails go to a team for manual pickup. If your tenant has enabled direct email assignment, CXP selects the category-matched team’s longest-waiting Ready agent. Not Ready and Off Duty agents are not selected. There is no accept/decline offer for an email assignment. When no eligible agent is available, the conversation remains in the team’s automatically available conversation view, or inbox. Team Leads receive an assignment email; a configured team inbox address receives the same email and can deliver it to a Slack channel. Open the link and assign the waiting work manually. Returning to Ready does not automatically claim inbox conversations.

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Compose a reply

  1. Confirm the conversation is Open, Pending, or Resolved.
  2. Select Public reply, then select Email. Email is available when the contact has a primary or secondary email address.
  3. Confirm the sender address.
  4. Review To, Cc, and Bcc recipients.
  5. Write the reply.
  6. Attach files when the workflow requires them.
  7. 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. When CXP receives a new customer email on a Pending or Resolved conversation, the conversation reopens to Open automatically. For Pending conversations, Pending At remains as the latest time the conversation entered Pending, while Pending On and Pending Reason are cleared. The existing assignment does not change, and the assigned agent or team receives one Customer email notification. An unassigned conversation still reopens but has no addressed notification. Closed conversations and duplicate email deliveries do not reopen. You can send another public Email reply while the conversation is Pending or Resolved. CXP initially selects Public reply when Email is available, and the send does not change the current status. For Resolved conversations, the existing automatic-close schedule remains in effect.

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Forward selected email

Select the Forward email icon in an email message header to prepare its editable content, attachments and embedded images for explicitly entered recipients. Sending creates a separate thread in the same conversation. Select Cancel before Send to discard the unsent forward and return to the normal reply composer with email headers collapsed. Forwarding activity does not generate automated customer notices; normal internal notifications, AI visibility and conversation lifecycle remain. See Forward email for the workflow and draft behavior.