Applies to: All
Overview
The email CC feature in Endear allows you to copy one additional recipient on your email communications. This feature helps maintain transparency and coordination across your team while serving customers.
Email CC is ideal for:
Keeping managers informed about important customer interactions
Coordinating with team members on customer requests
Maintaining visibility on high-priority conversations
Ensuring continuity when multiple staff members work with the same customer
Important Reminders
CC is currently limited to email communications and you can CC only one person per email
CC functionality is only available for 1-to-1 messages, and is not available for bulk messages or campaigns
The email address does not have to be an existing user in Endear and adding someone to the CC will not automatically add them to Endear.
Remember that CC'd recipients can see all message content and attachments, so make sure to consider privacy when adding CC recipients
For most brands*, CC functionality is only available in an existing conversation, not a new thread.
*Note: If your brand is using WhatsApp with Endear, you will have the ability to add a CC recipient to a new conversation.
Step-by-Step Guide
1. Navigate to the new Inbox.
2. Open an existing email conversation with a customer. If your brand is using WhatsApp with Endear, you can also start a new email conversation.
3. Expand the recipient name to expose the CC line.
4. Compose your message as usual. Select the CC field below the subject line
4. Add one email address for the person you want to copy.
5. Complete and send your message
FAQs
Can I add recipients to an email message via BCC?
No, currently Endear does not support the ability for you to BCC recipients on email.
Can a customer send me an email with someone on the CC?
Yes customers can add another person to an email via CC, and you will be able to see recipients
What if a customer sends me an email with another customer on the CC? And what if the person CC'd replies?
In these scenarios, the message will always appear in the primary sender's activity.
Still Need Help?
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