A single message from your Inbox, Sent, Deleted, or Archived folder may be replied to using only the sender or to all recipients. The Reply and Reply to All options create a copy of the original message along with the name of the original message taker, recipient, date, and time. You may modify any field on the message before replying. This is useful if you need to change fields or reply to staff recipients.
To reply to a message:
From the Messages tab, choose the folder that contains the message you wish to reply.
Double-click the message or click the expand icon
on the preview pane to display the Message Details tab. The following buttons are also available on the preview pane.
Click the Reply button to reply only to the message taker (sender) or click the Reply to All button to reply to the sender and to all staff in the To and Cc fields.
A Reply Message tab or Reply to All Message tab will display with entered fields from your original received or sent message.
If the Reply button has been clicked, only the sender of the message will display in the To field. If the Reply to All button has been clicked, all staff in the To and Cc fields (excluding yourself) will be listed in the Reply to All message. You may make changes or add additional notes if desired.
NOTE: Replying to a message that was sent by a Staff that is currently inactive is not possible and will result in an error. If the inactive Staff is a member of a Staff Group, remove them from the group and then proceed with your message reply.
Once changes have been made, click the Send button to use the designated staff to reply to the message or click the Post and Send button to first post the message to the Notes tab of the linked Case # and then reply to the designated staff.
The message will be sent to the listed staff and a copy will be placed in your Sent folder.