Forwarding conversations

Outbound

You can forward conversation replies to third parties directly within the Reamaze dashboard. This is helpful when you need to start a side conversation with a third party but keep the conversation thread intact, similar to email. Third parties who receive your forward will be able to engage with you in the same conversation but will not be able to see your exchanges with customers. Customer will also not be able to see your exchanges with the third party.

To forward a message, simply click on the "Forward" tab in the reply box, insert a third party email address (not customer and not staff), write the message, and click reply. When third parties write back, their messages also arrives as an internal note so relevant context is not lost and privacy is properly managed. You can easily continue the conversation with them by using the dedicated “Reply” link next to their message.

Inbound

If you or your support staff forward emails to an existing email channel, Reamaze intelligently parses out relevant content, create a new "unassigned" conversation, log the original sender (along with the correct "reply-to" address), and notify everyone on your team.

Reamaze parses forwarded emails by looking for the most common signs of a forwarded email. For example, Reamaze looks for “Fwd:" in the subject as well as indented quoted email with “From:” and “To:” headers.

This may not work for non-standard or non-english email clients forwarding emails.

To force Reamaze to recognize an email as forwarded, you can use the @from special syntax in the first line of your email.

For example, adding the following to the body of the email when forwarding:

@from:bob@example.com

Will tell Reamaze that the email is a forwarded email from bob@example.com.