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Customers reply to forwardings and are kept as a private note

Hello everyone, I wanted to know if you could help me with this. The stage is:

We do a mail forwarding where they have attached files and html content that we do not want to lose, the client replies to that forwarding but remains as a private note and we do not receive notification in FD. This causes us to lose response time.

We understand that by doing this way, FD understands that we are doing a forwarding to another agent but with another external mail

but: Is there any way to forward to the client without losing that mail format or that FD notifies us of that response as a public note?

2 people have this problem
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