Dear CRM gurus,
We have a situation where Agents are using a previously sent Outbound email to reply or chase a customer. They open their outbound email and click on reply, delete the support email address and type the email address of the customer then send the email.
We want to prevent them from using the Reply icon and use the Forward instead.
Is it possible to have the Reply icon greyed-out in an Outbound email? If so how could this be done?
Thanks for your support
Helena