# Reply Email

This section contains instructions on how to :

1. Reply Email.
2. Reply Email using Alias.
3. Reply Email using Email template.
4. Attach file on the Email.
5. Attach hyperlinks and images to message.

In the inbox tab, select the email ticket and click the **'Reply Email'** button (![](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNQidQwa-0K9_KnQpoc%2F-MT-c89NRvMxF4xrxJll%2F-MT0F-x14gv6ZFoC0bDk%2FReply%20email%20button.png?alt=media\&token=bf756765-9d66-49fb-97e7-c9970040bf1c)).

![Reply Email](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FnlDCyGt4ZACVr7pjPNLb%2FReply%20Email.png?alt=media\&token=a5154021-bd40-432b-898d-3b8afedbeaef)

You will see a pop-up of the email conversation, scroll down and click the **'Reply'** button.

![Pop-up Email Reply](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2F1H0Iar8HIxE1ufI5xaWs%2FPop-up%20Reply%20Email.png?alt=media\&token=bf3e98a3-41e8-4df2-8c30-4e49b6b0f654)

Type in the message in the text editor and do the necessary formatting or you can use an 'Email Template' ( <img src="https://765826444-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNQidQwa-0K9_KnQpoc%2F-MT-c89NRvMxF4xrxJll%2F-MT0FvuykUXPY0BoJGo5%2FEmail%20Template%20button.png?alt=media&#x26;token=fb49c341-b588-4949-b749-5db4f5f1e1b6" alt="" data-size="original"> ), and you can fill out the **cc** and **bcc** fields if necessary.

![Reply Message](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2F8fQ9SafXiyR3AqUxm1nr%2FReply%20message.png?alt=media\&token=67c3de32-6af3-41b0-8b45-ddb5e4ba7f3e)

If you want to send email with alias name and address, you can choose your saved alias like the image below.&#x20;

![Send Email use Alias](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FRRVBiYhLgzwc6J0dLLM9%2FSend%20As.png?alt=media\&token=bf91a7f2-756e-4aca-a0ed-2185edce4fcc)

So on the customer side, your name and email will display as such image below

![Send as Alias on Customer Side](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FKBTSnLwA8XkChPBXlPy8%2Fsend%20alias%20recipient%20email.png?alt=media\&token=c9f442cc-a598-44d8-be33-0bb91b6277eb)

You also can use an email template to reply the message such images below.

![Email Template](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FnYEXiqHuAIHzIesdWLra%2Femail%20template.png?alt=media\&token=5c050616-592a-4e85-b2a6-4a9783df3c00)

**Component Explanation:**

| Field Name        | Description                                                                                                                                                                                                                                                                                                                                                                                                                                   |
| ----------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| From              | In this field, you can choose an email address that matches the email address which is registered on Omni Channel.                                                                                                                                                                                                                                                                                                                            |
| Send As           | To choose your alias name and email.                                                                                                                                                                                                                                                                                                                                                                                                          |
| To                | This field will be used as the recipient of the email.                                                                                                                                                                                                                                                                                                                                                                                        |
| Cc                | In this field, you can copy to one or more recipients.                                                                                                                                                                                                                                                                                                                                                                                        |
| Bcc               | To copy an email and send it to numerous recipients without allowing those recipients to view the email addresses of the other recipients.                                                                                                                                                                                                                                                                                                    |
| Subject           | <p>Create a subject from an e-mail message that will be sent to the recipient.<br><strong>Note:</strong> Please click the <strong>'save'</strong> button (<img src="https://765826444-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNQidQwa-0K9_KnQpoc%2F-MPD4QT-Mj644cWWeeFZ%2F-MPDszCwmL0CMT2C3S0V%2FSubject.PNG?alt=media&#x26;token=52a4fa16-5e0f-42b2-9eb0-8076556633d1" alt="" data-size="line">) to add subject.</p> |
| Message           | Fill in with a custom message that will be sent to the recipient. you can insert images or links in the body message.                                                                                                                                                                                                                                                                                                                         |
| Attachment        | Uploaded files as attachments to the email message. Attachments will maintain their original file name and are limited to a total aggregated size of 2 MegaByte (MB) for every email ticket.                                                                                                                                                                                                                                                  |
| Email Template    | If you want to reuse existing content, select an email template to answer the message of the customer. You can select an email template when the customer message is the same. Or, the customer message is the global case and has a default answer.                                                                                                                                                                                          |
| View Conversation | This field will show your conversation history with the recipient. **Note:** this will show if you make an outbound message from the selected ticket.                                                                                                                                                                                                                                                                                         |
| Reply             | Email message will send to customer and ticket will display on the **Pending** tab.                                                                                                                                                                                                                                                                                                                                                           |

Then, click the **'Attach File'** (![](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNQidQwa-0K9_KnQpoc%2F-MWxC2sSTR7niSsY2uwX%2F-MWxRDLGRaha_7Nsg4cK%2FAttachment%20button.png?alt=media\&token=c821a65f-36be-480c-8ba8-41ba2eadcca4)) button is needed if you want to attach a file. A dialogue box pops up which lets you browse through and choose the files, click the 'open' after selecting the files you need.

![Browse File](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FwJz0bJuYelekVreBtNqB%2FBrowse%20File%20Attachment.png?alt=media\&token=30e1d4b0-b081-420e-96d0-3aa431539574)

File attachments will appear as shown below.

![Attachment File](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FapFA5JBc8uS6BAMi4yKQ%2Fattached%20file.png?alt=media\&token=05591bf3-644e-4357-8585-0b2871d93d45)

You can also attach images and hyperlink to the message. To attach hyperlink on the message, click the **'Hyperlink'** icon ( <img src="https://765826444-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNQidQwa-0K9_KnQpoc%2F-MT-c89NRvMxF4xrxJll%2F-MT0KxyJoIWkPMOjXv4j%2FHyperlink%20button.png?alt=media&#x26;token=79a6dcee-e422-4cac-88a3-1eaf58a90bf5" alt="" data-size="original"> ), enter the link, and click the **'Insert'** button.

![Add Hyperlink](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FQefGkZoJuiPjbBYL5wz9%2Fadd%20hyperlink.png?alt=media\&token=264eb83c-6404-45ba-833e-1bc49704ae51)

Or, if you will add images to the message, click the **'Images'** icon ( <img src="https://765826444-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNQidQwa-0K9_KnQpoc%2F-MT-c89NRvMxF4xrxJll%2F-MT0PgozZ8fR_LSpcRvX%2FImages%20Button.png?alt=media&#x26;token=2e4beef0-32a4-4c92-b62d-4f3a64c5469d" alt="" data-size="original"> ). A dialogue box pops up which lets you browse through and choose the files, click **'Open'** after selecting the files you need.

![Add Images](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FLfJCeN6CDTgBGBMaNmXu%2FAttached%20images.png?alt=media\&token=31db6f4d-1443-431a-bcd1-01873d38936a)

Once done, you can click **'Reply'** to send out your reply. And then, the ticket status will change to 'Pending'.