What Is Email Forwarding in Conversations?

Email Forwarding lets a user forward an inbound email message directly from the Conversations inbox. The forwarded email preserves the original message content and formatting when supported by the connected email provider. The forwarding action is recorded in the same Conversation timeline for team visibility.

Before using Email Forwarding, confirm these requirements:

Supported email connections may include LC Email, Gmail 2-way sync, Outlook 2-way sync, or SMTP.

Use Forward Email when forwarding one email message.

Use Forward Thread only when the full email thread should be forwarded.

In the forward composer, add the recipient email address in the To field. Add CC or BCC recipients when needed.

Only send the forwarded email to recipients who should receive the original message content.

The forwarded email subject is prefixed with Fwd: by default. Review the subject and edit the message body before sending.

The original email content remains available in the composer so the recipient can review the message context.

The email composer includes tools for formatting and adding content.

Available tools may include:

Use these tools only when the forwarded message needs additional context or files.

After reviewing recipients, subject, body, and attachments, click the Send button.

The forwarded message posts to the same Conversation as an outbound email event.

Forwarded emails use the sending mailbox connected to the Conversation’s email channel. The sender address follows the account’s existing sending priority and mailbox routing rules. The From name follows the account’s current email sending rules.

Forwarded emails preserve original content and layout when supported. Inline images, signatures, and attachments may be included when supported by the source email and provider. Large files, blocked file types, or restricted inline content may be removed by the email provider or security settings.

Forwarded emails remain visible in the same Conversation. The Conversation timeline shows the outbound forward event so teammates can see that the email was forwarded. Replies to the forwarded email can return to the connected mailbox and appear in Conversations when 2-way sync is active.

Confirm the selected message is an email message. The Forward option does not apply to SMS, social messages, or other non-email channels. Also, confirm the user has permission to send emails and that an email channel is connected.

Check the error message in the Conversation. Then review DNS, sender reputation, mailbox connection status, and provider sending limits.

Large files, blocked file types, or provider restrictions may prevent attachments from forwarding. Re-attach the file manually or share a secure file link.

Some email providers may modify inline formatting, signatures, or embedded images.

Review the forwarded email before sending when formatting is important.

Confirm 2-way sync is active and healthy for the sending mailbox.

Recipients see the sender address based on the account’s sending priority and the mailbox connected to the Conversation’s email channel.

No. The forwarded email posts as an outbound message in the same Conversation.

No. Internal notes are not included in the forwarded email.

If 2-way sync is active, replies route back to the connected mailbox and can appear in the same Conversation.

Mobile availability may vary. Use the web app if the Forward option does not appear on mobile.