Unfortunately it is not possible to compose an email message from with the CS app and attach an existing email to it. As well there is no possibility to save an email within CS app and attach it to another communication. Using MS Outlook and the Dynamics plug-in is no solution here, as agents are supposed to work in ONE environment and not multiple ones, so ideally similar functionalities should be provided when composing an email in CS app as there is for Outlook to generate a better user experience.
Category: Email
Needs Votes
Ideas Administrator

Thank you for your feedback.

Currently this is not in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future. 



Naman Agrawal

Product Manager, Microsoft



I like the idea to be able to drag an email from another place, outlook or CS. Also to be able to download an email from CS

Category: Email