Access

The Email Contacts are available to any user who has permission to open and work on a request.

Adding recipients to the Email Contacts

Email recipients can be added to the Email Contacts in the following ways:

1. When a request is automatically raised from an email. If Inbound Routing Rules are configured to raise a request from an incoming email, any additional recipients included in the To or Cc fields (excluding the shared mailbox address) will be added to the Email Contacts.
2. When a request is manually raised from an email. When a user manually raises a request from an email stored in a mailbox, any additional recipients included in the To or Cc fields will be added as Email Contacts.
3. Manually adding Email Contacts. From an existing request, users can add recipients to the Email Contacts using the plus + icon.

Using Email Contacts

Each Email Contact has an envelope icon that indicates whether Auto Include is enabled or disabled.

• Auto Include enabled. When an analyst selects the Email action on a request, any Email Contact with Auto Include enabled will automatically appear in the relevant To or CC field of the email.
• Auto Include disabled. If Auto Include is disabled for an Email Contact, they will not be automatically added to the email recipients.

The Auto Include setting is request-specific. Any analyst opening the same request will see the same Auto Include configuration, though they can modify it if required.

Editing or Removing Email Contacts

For each Email Contact, the following actions are available:

Edit

Allows an analyst to:

• Update the Display Name
• Change whether the contact appears in the To or Cc field of new emails

Delete

• Removes the Email Contact from the request.

Email-Related Timeline Posts

Email-related timeline posts provide analysts with quick access to common email actions directly from the request timeline. These actions are available for timeline entries relating to sent or received emails and allow analysts to view, respond to, or navigate to the original email without leaving the request context.

Ellipses Options

When viewing the timeline of a request, additional email-specific actions are available via the ellipses (⋯) icon on timeline posts related to sent or received emails.

The following options are available:

• Email – View - Opens a pop-up from the request displaying the full email, including images and formatting. Reply, Reply All, and Forward options are also available.
• Email – Go To - Opens the associated email directly in its mailbox in a new browser tab.
• Email – Reply - Opens a pop-up from the request in Reply mode, with the original sender pre-populated in the To field.
• Email – Reply All - Opens a pop-up from the request in Reply All mode, with:
  • The original sender is pre-populated in the To field
  • Any additional recipients from the original email are included in the appropriate To or Cc fields
• Email – Reply to Contacts - Opens a pop-up from the request in Compose mode, with the To and Cc fields populated using the contacts listed in the Email Contacts section of the request.

Timeline Updates

When an email is sent using any of the following options, the sent email is automatically added as a new post in the timeline of the originating request:

• Email – View
• Email – Reply
• Email – Reply All
• Email – Reply to Contacts

Call Reference Handling

If an email is sent using any of the options listed above and the subject line does not already contain the request’s Call Reference, the Call Reference will be automatically appended to the end of the subject line. This ensures:

• Subsequent replies can be correctly associated with the request
• Auto-Responder Rules can process incoming responses accurately

This behavior applies to:

• Email – View
• Email – Reply
• Email – Reply All
• Email – Reply to Contacts

Including the Email Trail

A Core Setting is available to allow the original message text (including the email trail) to be included automatically in replies sent using the following options:

• Email – View
• Email – Reply
• Email – Reply All
• Email – Reply to Contacts

Enabling the Setting

1. Navigate to Platform Configuration → Core Settings
2. Search for: app.view.email.reply.includeOriginalMessageText
3. Set the value to ON

Deleted Emails

The email-related timeline actions rely on the original email still existing in the mailbox. If the email has been permanently deleted (for example, removed from Deleted Items):

• The ellipses menu options will still be visible
• The email can no longer be opened, as it no longer exists in the mailbox