Original messages not visible when forwarding a conversation

[VVastbinder]

Hi,

Does anybody know how to view the original messages when forwarding a conversation? I wish to be able to edit the original message, or to remove some parts/information due to privacy issues.

Same with replies. It would be great to be able to mark some parts of an email/ticket, or to edit the original text.

Thanks!

Valerie

[Jnix284]

Hi @VVastbinder the functionality you're looking for to edit content from previous emails when replying or forwarding a message from the conversations inbox doesn't exist.

I also tried opening the contact record from the inbox, filtering the timeline to Email, then forwarding/replying to the thread from the inbox, but the access to edit the thread is also limited:

If you'd like this feature to be available, I recommend adding it to the Ideas discussion for the Product Team to consider; however, based on the sales email functionality in HubSpot as comparison, I believe the Service email functionality is intentionally limited to avoid team members from modifying customer replies.