I need to customize the email manager agent desktop so that agents can forward a message to an internal email. I can't use the CC field because that will send sensitive infomration out to the web which I'm not allowed to do. Also once you have replied to a message, that message is gone from email manager. How do I access it for forwarding once it has been replied to by an agent?
Can anyone help with this?
There are multiple options that we've used, the first and easiest is to use the BCC: field (blind copy), then the sensitive information (internal email address) isn't shown to the recipient. Another option would be rather than send, use the Send and Keep Current option. This will send the immediate reply, and allow the agent to forward on to the internal address. If neither of those would work for you, then the only other option that I can think of would be to search for the email message by tracking number, unarchive it and forward it on, and then rearchive it.