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Entire email thread not included when forwarding or replaying to email

  • 1.  Entire email thread not included when forwarding or replaying to email

    Posted 25 days ago
    Edited by Jason Tran 25 days ago

    Reports of agents in all queue are reporting that email being forwarded or replay do not have the entire email thread included. They reported it worked before in the past. I'm looking around and it appears there maybe a permission for this but its not specific where it is. Anyone know of a source that provided detailed information on how email thread work and how to get it enabled for everyone?

    It mention a threaded feature but I'm not sure where this is located.

    https://help.genesys.com/pureconnect/mergedProjects/wh_icde/desktop/reply_to_an_email.htm


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