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Forward conversation

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What does forward conversation mean?

Forwarding a conversation means you start a new conversation, while copying information from an existing conversation.

When do you forward conversations?

Forwarding is used when you want to discuss a conversation with people that are not part of the discussion with the customer, such as with 3rd parties.

The forward feature solves such situations, and basically works very similar to how forwarding of an email message works in standard email clients.

How it works?

Forwarding supports two modes: forward the entire conversation and forward a specific message. In both cases, a new conversation is created. The conversation is sent by email which contains all the relevant details, including public replies, images, links and attachments. Internal notes are not included in the email.

Things you should know when forwarding

Forwarding creates a new conversation and both conversations link to each other. A new internal note is posted automatically under the source conversation. This internal note documents the forward action and links to the newly created conversation.
If you can’t seem to find the Forwarding option, keep in mind that forwarding requires the Accounts & Contacts access right, in order to be able to choose the recipients for this message.


Customers do not get notified about forwarded conversations nor can they access the brand new conversation, unless they are one of the recipients of the forwarded message.

Who will receive the forwarded conversation?

The new forwarded conversation is sent to the recipients you specify while forwarding the conversation. The customer linked to the original conversation does not get informed about the forwarded conversation.

Can I edit the Subject?

Yes, you can edit the subject while forwarding. The subject is open for editing while forwarding.

Forward entire conversation

  1. Forwarding requires that you will have the Accounts & Contacts access right.
  2. To forward a conversation, open the conversation and press the f key for a shortcut, or click the More button in the top toolbar and choose Forward.
  3. Type the email address or contact of the person you want to send this conversation to. You can also add Cc-recipients by clicking Cc on the right.
  4. The Account is automatically selected if a contact that is linked to an account is chosen in the To field. In case you want to link to a specific account, click the Account on the right of the To field.
  5. You may edit the subject if you want to change it.
  6. Type the email text in the description.
  7. Click the Forward button.
You should now see a new internal note and a text at the top of the original conversation, pointing to the new forwarded conversation. The forwarded conversation will have a link to the original conversation.

Forward message

  1. Forwarding requires that you will have the Accounts & Contacts access right.
  2. To forward a message, open the conversation and select the message you want to forward.
  3. Click the arrow next to the name of the person who sent the message to open more options.
  4. Click Forward on the right corner of the details.
  5. Type the email address or contact of the person you want to send this message to. You can also add Cc-recipients by clicking Cc on the right.
  6. The Account is automatically selected if a contact that is linked to an account is chosen in the To field. In case you want to link to a specific account, click the Account on the right of the To field.
  7. You may edit the subject if you want to change it.
  8. Type the email text in the description.
  9. Click the Forward button.
You should now see a new internal note in the original conversation, pointing to the new message that was forwarded and to the new conversation. The forwarded conversation will have a link to the original message.
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