Sending emails from a case

As a case agent, you can send, reply to, and forward an email directly from a case with or without attachments. You can also view email communication in the activity feed of a case.

When a case business analyst enables the draggable compose email configuration, you can resize, minimize and move the email window around the screen. You can also copy and paste information from the case into the email. If an email is already open in the draggable panel, the Reply, Reply All, and Forward actions remain disabled in the activity full view. For more information about enabling this feature, see Defining application configurations for your line of business.

The key advantages of sending emails from a case are:

Faster communication with the requester
Centralized visibility of all email interactions within the case
Easier email composition while referencing case details

To send, reply, and forward an email from a case

On the case details page, click Email or click the email ID of the requester, external user, or contact.
You can copy the email ID of the requester by right-clicking the email ID and selecting Copy email address.
To reply to an email from a case, in the Activity tab, click Reply or Reply All on the email update to which you want to reply.
Important
If you see a restricted user warning when using the Reply or Reply All option on the email, make sure that the email address or domain is added to the trusted outgoing email configuration.
To forward an email from a case, click Forward on the Activity tab for that email.
Important
If a case business analyst disables the ALLOW_FORWARD_EMAILS_WITH_ATTACHMENT option, the Forward option is not visible on the Activity tab.
To view the email drafts, click Drafts , and select the draft email.

On the Compose Email dialog box, enter the email recipients, or if you want to select the recipients from the People List, click Add People .
- You can manage recipients by using the Backspace key to remove a recipient from the To, CC, or Bcc field and by hovering over the recipient's name to view the associated email address.
- You can copy and paste an email recipient’s name in any of the following formats:
  - First name (for example, Peter)
  - First name and last name (for example, Peter Parker)
  - First name, middle initial, and last name (for example, Peter B Parker)
- When a case business analyst enables the configuration ENABLE_FREQUENT_RECIPIENT_SUGGESTIONS, you can view a list of suggested frequent email recipients in the TO, CC, and BCC fields as you start typing. For more information about enabling this feature, see Defining application configurations for your line of business.
In the People List pane, from any of the following tabs, select the required people and click Add:
- All People—Displays a list of users belonging to your company.
- Related People—Displays a list of users associated with the case.
  In the Relationship Type field, select the required relationship type to filter the related people records based on that type.
  If you get a recipient error while adding the email recipients, contact your case business analyst to add the email address or domain in the configuration.
(Optional) Pastemultiple email IDs in To, CC, and BCC fields by separating them with a comma or a semicolon. The following four formats are supported for email IDs:

Email IDs separated by semicolons:

Email IDs separated by commas:

Email IDs separated by semicolons in Microsoft Outlook:

Email IDs separated by commas in Gmail:
If you paste an invalid email ID, it appears in red, and the Send button is disabled.
(Optional) Add other recipients by using the CC and BCC fields.
The Bcc option is available only if it is enabled for your line of business.
(Optional) To mark the email as high importance, select High Priority.
(Optional) To use an email template, complete the following steps:
You can override the previous email template by selecting a new email template. You can only use email templates that have been configured by a case business analyst.
1. Click Select Email Template.
2. (Optional) From the Locale list, select the language for the email template.
3. From the list displayed, select the required email template, and click Apply.
Compose your email.
You can use the following options:
- Format text.
- Click to add a table and format it.
- Click to upload an image or add a URL to refer an image.
- Click and add links.
  Important: If you cannot add a table, image, or hyperlink, contact your administrator to add HTML tags to the allowlist.
- Click Attach and add files from the Document Library, or click Existing attachments to add files from the case, task, case activity, or from BMC Helix Digital Workplace Advanced.
  Important: If you cannot add an attachment from Existing attachments while forwarding an email, that attachment might have been moved to the employee file and it is shown as disabled state in the Attachments pane.
(Optional) To save the email as a draft, click Save as draft.
The content of the email, the recipient's email addresses, and the attachments, if any, are saved in the email draft. You can review the email draft later and continue to work on the unsent email.
Warning
Important
When a case is closed, the corresponding email drafts are automatically deleted.
(Optional) To save the email that you are composing as a template, click Save as template, and complete the following steps.
The Save as template option is enabled only if you are assigned the Email Template Management functional role. Learn more about roles in Roles in BMC Helix Business Workflows.
1. On the Save as template pane, specify a name for the template, and select the locale.
2. Add a subject for the email.
3. To include the documents from the Document Library, select Include attachments from Document Library.
4. Click Save.
  The new email template is displayed when you click Select email template.
Click Send.