Configure email replies and notifications for cases

Control how agents reply to customers by email from a case and how much email history replies and notifications include.

By default, agents can reply to, reply all to, and forward customer emails from the case activity stream. You can keep that setup or turn it off so agents can’t respond to customers directly from a case.

You can also add a mail script to email templates so that replies and notifications include the full activity on a case, including emails from related interactions.