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Invoking the eMail Response - Response Workflow

The eMail Response - Response Workflow is invoked by the Reply, Reply to All, and Forward buttons on the Communications screen. This workflow process creates the outbound email message and navigates the user to the view where agents can compose a response message. In addition to creating the activity the workflow also is responsible for appending the original message to the bottom of the email message.

Figure 24 illustrates this process.

Figure 24. eMail Response - Response Workflow