About the Reply, Forward, and Consult Specialist Panes

The Reply, Forward, and Consult Specialist panes enable you to work with messages by sending a reply message, forwarding a message, or sending a message to a specialist. The Reply, Forward, and Consult Specialist panes include various formatting options you can use to compose, structure and customize your messages.

To View the Reply Pane

1.  From the Interaction Table View, click the required Interaction ID link to view the interaction page.

2.  In the actions menu bar on the Communication Info pane, click Reply or Reply All.

The Reply pane is displayed. You can choose to send a reply only to the contact associated with the interaction, or to all users that received the message originally.

To View the Forward Pane

3.  From the Interaction Table View, click the required Interaction ID link to view the interaction page.

4.  In the actions menu bar on the Communication Info pane, click Forward.

The Forward pane is displayed.

To View the Consult Specialist Pane

5.  From the Interaction Table View, click the required Interaction ID link to view the interaction page.

6.  In the actions menu bar on the Communication Info pane, click Consult.

The Consult Specialist pane is displayed.

In addition to the text editing options, the Reply, Forward, and Consult Specialist panes provide various options to format and structure your responses. The following table describes these options:

Option	Description
	Click to send the interaction and set the interaction state to Pending.
	Click to send the interaction, and set the interaction state to Resolved.
	Click to delete a saved reply. Note Delete is enabled only in the Reply pane.
	Click to attach files. The Upload File dialog box is displayed. Select the files you want to attach to the message. After the attachments are uploaded, the count of uploaded attachments is displayed as follows: . For more information about inserting or removing attachments, see Inserting or Removing Attachments. Note The administrator configures the maximum allowed size of attachments for an outgoing message.
	Click to hide the Cc field in the pane. By default, this option is selected, and the Cc field is hidden.
	Click to hide the Bcc field in the pane. By default, this option is selected, and the Bcc field is hidden.
The Insert drop-down list includes the following options: •   Insert Property Click to insert fields into the message. You can insert fields from the contact and interaction objects into a message. The values of the inserted fields will be updated before the message is dispatched. Example You can insert the First Name field of a contact into a message. The field will be automatically updated with the first name of the contact associated with the interaction before the message is dispatched. •   Canned Response Click to insert a canned response into the message. For more information, see, Inserting a Canned Response in a Message. •   Signature Click to insert your signature in the Message. Team-specific signatures can be created for each user. For more information, see Inserting a Signature in a Message.