You can have the agent download all the attachments, start a new email on behalf of queue and send a new outbound email.
We have started to move closer towards implementing the feature and I have some more detailed requirements questions around how the feature would work. Could you help me understand how you might want the feature to work @Quant ICT? or @Benjamin Galindo?? More specific use cases would be awesome, and I'm also glad to jump on a call with you to talk about it more detail.
More specifically, one question I had was around the agent experience and how that translates into analytics. When the agent forwards an email, would you need the original email to stay around and allow the agent to reply to it and wrap it up separately? In this case, this would result in two separate interactions that need to be individually wrapped up and these two separate interactions would be displayed in analytics views.
Or would it suffice for your use cases to have the agent simply forward the interaction and have this be the end of the communication the agent needs to have with the end customer?