Forwarding Conversations

Forward a conversation outside of Re:amaze

You can forward conversation replies to third parties directly from your Re:amaze dashboard. This is useful when you need to start a side conversation with someone outside your team while keeping the original conversation thread intact.

Here is what each party can and cannot see:

• Third parties who receive your forward can see your message and previous exchanges with the customer in that email thread.
• Any customer exchanges that occur after the forwarded message are not visible to the third party.
• Customers cannot see your exchanges with the third party.

To forward a message, select the Forward tab in the reply box, enter the third party's email address, write your message, and select Forward. When the third party replies, their message arrives as an internal note so relevant context is preserved and privacy is maintained. You can continue the conversation with them by selecting the Reply link next to their message.

Forward a conversation within Re:amaze

If you or your support staff forward emails to an existing Re:amaze email channel, Re:amaze automatically parses the relevant content, creates a new unassigned conversation, logs the original sender along with the correct reply-to address, and notifies your team.

Re:amaze identifies forwarded emails by looking for common indicators such as "Fwd:" in the subject line and indented quoted email content with From and To headers. This may not work for non-standard or non-English email clients.

To force Re:amaze to recognize an email as forwarded, use the @from special syntax in the first line of your email. For example:

@from:bob@example.com

This tells Re:amaze that the email is a forwarded email from [bob@example.com](mailto:bob@example.com).