Forwarding a Conversation to a Third Person

Overview

Sometimes you need to forward a conversation or an email to a third person. This article details the various methods to forward a conversation or an email with the attachments to someone other than the original requester and the support agent.

Information

You can use one of the following three methods to forward a conversation and emails to a third person.  

• Use the Email Endpoint and Triggers combination
• Change the requester
• CC the individual

Use the Email Endpoint and Triggers Combination

1. Create an Endpoint

   1. Sign in to Kayako and go to the admin area.

   2. Select the Endpoints link on the sidebar menu and click the New endpoint button.

      1. Select the Email option.

      2. In the title field, add a descriptive title for your endpoint

      3. In the destination email address, add the recipient's email address to whom you intend to forward the email. For this example, let us take it as acme@email.com.

      4. In the email subject field, add the subject for the emails you will send to this address.

      5. When you have filled in all the details for your endpoint, click the Save button to create it.

2. Create a Trigger

   1. Sign in to Kayako and go to the admin area.

   2. In the sidebar, click on Triggers and click the New trigger button.

   3. In the Rule Title field, add a descriptive title. In this case, let us say 'Forward email to acme.'

      1. In the conditions section, select a criteria. The trigger will fire once the conditions are met. E.g. you can use a tag as a condition:
         
         
         

      2. In the actions, select the Endpoint created in step 1, and in the message to send, add the contents shared here.
         
         

      3. Click the Save button to create your new trigger.
         In case you wish to forward a conversation, add a tag mentioned in the criteria to the conversation, and then update properties as described in the Adding Tags in Kayako article. The email will be sent to the endpoint. The following is the sample placeholder. 

         -----------
         Case Posts:
         -----------
         
         {% for post in case.posts %}
         {{post.creator.name}} added a new post on {{post.created_at}}
         {{post.contents_html}}
         {% endfor %}
         
         
         -----------------
         Case Attachments:
         -----------------
         
         {% for post in case.posts %} 
         {% for attachment in post.attachments %} 
         Attachment name - {{attachment.name}} 
         Attachment url - {{attachment.url}} 
         Attachment size - {{attachment.size}}KB 
         {% endfor %} 
         {% endfor %}

          

Change the Requester

1. In a conversation, next to the trash icon, click on the drop-down arrow and select the Change Requester.

2. Input the email address of the third person.

3. Add a public reply and click on the Send button.
   NOTE:  Attachments cannot be forwarded using this method. 
   
   

CC the Individual

1. In a conversation, add the non-Support user's email address to the CC field.

2. Reply to the requester as usual.

3. The CCed individual will receive updates via email.