We are excited to introduce a new feature in CXME that enhances how you communicate and manage your email interactions. With our latest update, you can now forward an email message to start a new conversation tread on a case with a different audience while maintaining the context of the original case.

This feature is particularly useful when you need to involve a third party in a discussion without disrupting the ongoing conversation. It allows you to send the message and its entire history to a new recipient, effectively creating a separate thread that is linked to the same case.

For example, if you're handling a customer inquiry that requires input from an external supplier, you can forward the relevant email to the supplier and initiate a new conversation. Meanwhile, your original conversation with the customer remains intact and unaffected. You can also name each conversational separately to keep the clear and organized.

To forward an email to a new conversation, click the 3 dot menu button to the right of the person's name in the email header for the email (and the history) that you want to forward.

A new conversational will be created with blank To and CC fields, adding 'Fwd' to the subject and appending the full history to the body of the new email.

We believe this added flexibility will improve your communication flow and case management. Try out the new feature today and let us know if you have any feedback.