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Send email responses directly from cases

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Send email responses directly from cases

Respond to cases using options within a customer email thread instead of having to use an email client. This capability helps you save time and effort instead of having to address and send a separate email message.

Before you begin

Role required: sn_customerservice_agent

About this task

When you respond to a customer's email from within a case using the reply, reply all, and forward options, the content from previous conversation thread is included in the response. These options are available by default.
Note: Admins might have disabled this option if the business manager does not want you to interact with your customers directly.


  1. Navigate to Customer Service > Cases > My Cases.
  2. Select and open the case for which you want to send a response.
  3. Click Reply to write a response to the customer.
  4. Click the ellipsis icon to Reply to All the customer email ids mentioned in the original email or Forward the email to any other email id not mentioned earlier.
  5. Compose your email and click Send.