Configure inclusion of previous messages in forwarded emails

Note

An Dialogue Cloud WebAgent for Omnichannel license is required.

Note

An Enterprise license or higher is required to access these features.

Why it matters

  • Shorter emails improve loading times and reduce storage.
  • Hiding earlier messages protects sensitive information.
  • Most email clients, such as Outlook and Gmail, automatically exclude threads.

Configure the setting in SharePoint

The AddMessageThreadToForward setting is stored in the PluginSettings SharePoint list for the EmailDialogueProvider scope.

  1. Open your organisation’s UCCs SharePoint site.
  2. Select Site contents › PluginSettings.
  3. Filter the Scope column to EmailDialogueProvider.
  4. If AddMessageThreadToForward already exists, select it and choose Edit. Otherwise, select New and add these values:
    • Key: AddMessageThreadToForward
    • Scope: EmailDialogueProvider
    • Value: False (default)
  5. In the Value field, choose the required option:
    • False — Exclude previous messages. (Default)
    • True — Include the entire thread.
  6. Select Save.

Reference

Key Scope Value Description
AddMessageThreadToForward EmailDialogueProvider True / False
Default: False

True — Include earlier messages when forwarding.

False — Only the agent’s reply is sent.