When handling a dispute or escalation, you may need to forward a received email or an entire email chain as evidence or context in a new outgoing message. The Task Manager lets you download any received email as a .eml file and attach it directly to your next email, all without leaving the interface.
The downloaded .eml file contains the full quoted conversation, so downloading a single email captures the entire chain of replies embedded within it.
Downloading a Received Email
Open the Task Manager and navigate to the relevant task.
The received email card in the task timeline. The download option is only available on received emails — it will not appear on sent emails or other event types.
Click the Three dots ... download icon on the received email card.
The email (including its full quoted chain) will download as a .eml file to your device.
Attaching the Downloaded Email to an Outgoing Email
In the same task, compose a new outgoing email using the email editor.
Click the attachment icon in the email editor.
Select the .eml file you just downloaded.
Complete your email and send as normal.