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Email Editor

The Email Editor displays a selected, outgoing and connected email message. Use the Email Editor to respond to an ACD-routed email message or start an email interaction of behalf of a workgroup.

Important: If you do not or cannot display the Email Editor, you can use the Email Window for Incoming Messages and Email Window for Outgoing Messages to view and respond to your email messages.

Tip: You can display the Email Editor in multiple workspaces. If you use personal or system-wide stored responses in your email messages, display the Response Management view in the same workspace as the Email Editor. If you add Notes to email interactions or assign Account Codes, also display the Interaction Information view.



The toolbar contains buttons for managing an email reply or other outgoing email message. For more information, see Reply to an HTML Email Message.






This area contains the standard email message address fields.

  • The From field shows the address from which the email is sent. If you start an Email interaction on behalf of a workgroup, this is the workgroup email address.

  • The To field defaults to the sender of the original email message. Click the To button to add additional addresses.

Note: Responses to messages sent with an alternate "Reply-To" address are delivered to that address. If you selected Reply All, replies are delivered to the "Reply-To" address and all of the original recipients, but not to the sender’s original address.

  • Subject defaults to the subject of the original email message.

Note: Subject is limited to 1024 characters in the CIC client. However, many email clients have much smaller limits so the recipient may see a truncated subject line.

  • The Attached section displays the names of files attached to the email message. Use the Attach button to attach additional files.

Note: Files attached to an incoming email message appear here if you forward the email message, but not if you reply to it.


Formatting toolbar

The text formatting toolbar appears under certain conditions:

  • If the original ACD-routed email message is formatted using HTML, you have the option of using text formatting tools in your email reply. For a description of the available tools, see Reply to an HTML Email Message.

  • If you are creating an email message to send on behalf of a workgroup, the text formatting tools are always available to you.

  • If the original email message was sent in plain text (no formatting), the text formatting toolbar does not appear. Your email reply is sent in plain text.



Compose your reply to the email message here.

You can:


Original Email

The original ACD-routed email message appears here.

Related Topics

Email Views

Start an Email Interaction

Use Response Management in an Email Message