Excluding or Hiding Emails From a Reply

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Note: This is an article that references the Classic Agent console.

If you receive an email that you do not wish to include in a response, you can make it private by selecting the "Hide" icon.  This is helpful when when an out of office message becomes a part of the conversation, or perhaps a response to a BCC comes back and shouldn’t be included back to the customer.

We’ve made it simple to exclude a message by hovering over it and clicking on the "Hide" icon:

Once you click on the "Hide" icon we'll display the "Show" icon:

From this point on, this particular message will no longer be sent as part of the conversation. You can click the "Show" button if you hid content by mistake and want it to be visible again.

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