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Email Forward and Reply Does Not Have the Added Email Address
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Email Forward and Reply Does Not Have the Added Email Address

Symptom

Emails through local CRM reply emails do not include other email addresses added to the email thread.

  1. Login to VCC AGUI.
  2. Send an email to the email channel.
  3. Pick the email.
  4. Forward this email to someone else (3rd party).
  5. Reply from 3rd party.
  6. Open the follow-up received from the 3rd party and reply.

The to email id is showing the original customer and not the 3rd party.

Applies To

Virtual Contact Center, Agent interface, VCC CRM

Resolution

This is resolved in VCC 9.7.1.14.

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