Disable or enable forward threads
Note
An Enterprise license or higher is required to access these features.
Description
It is useful not to include previous messages when an agent forwards an e-mail. This makes the size of a long e-mail thread shorter, which improves performance, reduces storage needs and helps to hide sensitive information from previous contacts (either from the customer or other participants).
Most e-mail clients (e.g. Outlook and Gmail) already do this for the user.
How to enable
The plugin setting AddMessageThreadToForward has been added with EmailDialogueProvider scope. The default value is False which means that when forwarding an e-mail, only the message from the Agent is sent to the consultee.
| Setting | Value | Description |
|---|---|---|
|
Setting: AddMessageThreadToForward Scope: EmailDialogueProvider |
False |
Previous messages will not be included |