On workspace when an agent clicks on 'Reply All', CC should have case's watchlist.

[krohan]

    

When an agent click on Reply All on an email associated with the case we need to populate CC with Case's watchlist. Is there a way to achieve that?

[Arav · Accepted solution]

Hi,

You may want to check the "replyall" email client templates and configure the "CC" field as needed.

Email Client Templates > Response Templates - Received > Reply All

Email Client Templates > Response Templates - Sent > Reply All

Thanks,

Arav

[krohan]

Thanks Arav, I also found that and created templates but now I am not able to populate CC.

I have written an email script to populate CC but that didn't work. Script is as simple as  email.addAddress("cc","john.copy@example.com","John Roberts");

Your answer is apt for the question I asked. I will accept the solution just keeping the post open as I need further help.