When an agent attempts to forward an email from the agent workspace using the forward button to include attachments from the case or the current email, I encountered a challenge. Despite my attempts with a business rule, I found that I couldn't precisely control which attachments were included or omitted. Upon insertion into the "sys_email" table, all attachments from the case were automatically added.
Thus, I'm seeking guidance on how to customize the forward button functionality on the CSM workspace to selectively add attachments upon clicking the forward button.
