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eMail Response - Response Workflow

The eMail Response - Response workflow creates the outbound email message and navigates agents to the view where they can compose a response message. In addition to creating the activity, this workflow also appends the original message to the bottom of the email message.

This workflow is called when users click the Reply, Reply to All, and Forward buttons on the Communications screen. Figure 11 illustrates this workflow.

Figure 11. eMail Response - Response Workflow