This guide provides a comprehensive overview of how to efficiently forward email interactions within Contact Hub, highlighting the various methods available based on admin settings. It simplifies the process into clear steps, ensuring that users can easily navigate through options like Address Book and Third Party.
For transferring emails via User and Queue please refer to the following article.
1. When dealing with an email interaction, you are able to forward the interaction in 2 different ways (depending on Admin settings).
2. To begin the forwarding process, simply hover over the interaction to reveal the quick action buttons. Select the Forward Interaction button.
3. You will see the options available to you in the "Forward Interaction" card.
Address Book Forward
4. Click "Address Book"
5. Step 1 - Choose an address book entry to transfer to. You are also able to CC and BCC emails here (these can be manually entered or selected from the address book).
6. Address book email contacts will be available via a dropdown.
7. Step 2 - Choose an outcome for the forward. Usually its recommended to only have 1 or 2 here so generally there wont be a huge list.
8. Step 3 - Add an optional message for the forward(this will be visible on the contacts history).
9. Click Forward.
Third Party Forward
10. With Third Party forwarding, you have the ability to enter an email address to forward the email to.
11. You can search the address book or enter manually for "To, Cc and Bcc".
12. Once you have filled in the email addresses, move onto choosing an outcome.
13. Finally, add a transfer message if required.
14. Once complete, press 'Forward'.
