Button to re-send a message

Hello Mr. Smith,

Thanks for sending your feedback. I was wondering if you can use the forward option to re-send the particular email / note to the user. Every reply sent from an agent, will have a forward option available in the agent portal. 

The other option would be to copy and paste the response and compose another reply to the ticket. If you had a canned response or a scenario automation, that should make it easier.

Do any of these workarounds help?

Thanks,
Sudha

"Forward" is not a substitute for a proper "re-send" option. Forward creates a new message in the timeline (bad) and it goes to the bottom of the timeline. And the Forward event doesn't have any default recipients, requiring agent to manually recreate the list. And Forward is not available for the last message in the timeline. And there's the fundamental misnomer aspect — this isn't a "forwarding" action, it is a re-transmission.

The same is essentially true for the suggestion that we create a new "reply" to handle this. But Reply is even worse than Forward because it only works on the last message in the timeline, whereas at least Forward works on any earlier public message.

We really need this.

The main use cases for us are:

1. Customer didn't receive the message.
   
2. We want to nudge it.
   
3. Customer misunderstands something from it but it was correct and we want to re-send it to clarify it for them, rather than having them have to go find the message.
   
4. Customer requests that we re-transmit it as they can't find it or they don't want to look for it.