Forward an email message in PureConnect for Salesforce

ACD-routed email messages appear in Interactions. You can forward these ACD-routed email messages to another CIC user or workgroup. If the designated transfer recipient does not pick it up, the CIC server returns the email message to your user queue and places it on hold.

Note: If the original email message contains an attachment, it automatically remains attached to the email message if you forward it. However, you can delete the original attachments before forwarding the email message.

Tip: You cannot forward an incoming email interaction until you send or disconnect all the email reply interactions that are associated with the original email interaction in an E-mail conversation.

1. Pickup or reopen an email message.

2. In the email view, click the Forward button.

3. Address the forwarded email message by doing one of the following:

   Tip: Click Show Cc/Bcc to display carbon copy or blind carbon copy address text boxes.

• In an address text box, type the addresses of the email message recipients, separating each address with a semi-colon (;).

• In an address text box, type all of part of the recipient’s name. Click the "Search for" prompt. Select a name from the list of matching names.

  Note: This list contains matching email addresses that are configured on your Exchange server — typically, your company’s employee email addresses.

4. Optionally, do one of the following:

   • If you do not want to forward files attached to the original email message, in Attached, click the x next to any file name.

   • To attach a file to the email reply, click Attach File.

5. In the reply area in the email view, type any text you want to add to this forwarded message.

   Tip: Use Response Management to insert a stored response. For more information, see Use Response Management in PureConnect for Salesforce. If the original email interaction was formatted in HTML, you can also use any of the available tools to format your reply. For a description of these tools, see Reply to an HTML email message.

6. Do one of the following:

   • To send this email to the addressed recipients, click Send.

     Result: The forward email message is sent and its state changes to Disconnected.

   • To save this email message to work on it later, click Hold.

     Result: The email message is not sent. You can pick up this interaction later, make any necessary changes or additions and then send it.

7. If prompted, assign a wrap-up code.

8. After you send the email message reply, select the original email interaction and click Disconnect.

9. Close the email view.