Hide Messages in an Email Case
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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 in the message to the customer.
In a case, click the drop down menu and select "Hide from Customer".
Once you hide the message, it is grayed out in the Next Generation Agent console and the customer will not see it. But you can show the message again by clicking the dropdown message and selecting "Show".