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Connect an AI assistant

Your AI assistant can read this documentation directly, so it answers from the current content instead of guessing. Add one of the servers below to your client — they use the Model Context Protocol (MCP). Each one covers a different body of content, so add the one you need.

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Email Contacts

The Email Contacts feature is like an email address book for a request. It contains a list of contacts that can be used with email communications. This feature is designed to improve speed and consistency when sending emails from a request by ensuring that the relevant contacts are automatically included in communications.

Email Contacts

This feature is particularly useful in environments where support teams and end users rely heavily on email communications.

How Email Contacts work

When sending an email from a request using the Email Action the To, Cc, and Bcc fields are populated with the email contacts that are set for automatic inclusion. When replying to an email in the request timeline, the email contacts can be included in the email by using the Reply to Contacts option.

Access

  • This feature is available to any user who has permission to view and work on a request.
  • This feature is available on all request types.
  • A user must have access to a Shared Mailbox.

Before you begin

An advanced Service Manager setting is available to control whether email contacts are set for automatic inclusion by default when they are added as an email contact.

  • app.email.request.autoIncludeEmailContactsInResponses

Adding contacts

Email contacts can be added 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 to the Email Contacts.
  3. Manually adding Email Contacts. From an existing request, users can add contacts using the plus + icon.

Excluding contacts

Each contact in the list displays a toggle that sets if they are automatically included or excluded from a new email.

  • Enabled. Email contacts showing a blue enabled toggle will be included in the relevant To, Cc, or Bcc field of a new email.
  • Disabled. Email contacts showing a gray disabled toggle will be excluded from a new email.

Excluding Contacts

Clicking on the toggle will switch between being included or excluded. Any changes to these are saved and will still apply when the request is next viewed.

Editing or removing email contacts

For each email contact, the following actions are available:

Edit

Allows a user to:

  • Update the name of the contact.
  • Change whether the contact appears in the To, Cc, or Bcc field of new emails.

Delete

  • Removes the email contact from the request.
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