When you receive a message, it may be part of correspondence with that person. Having knowledge about previous correspondence helps you to avoid repeating information that the sender already has received, and this helps you to be more successful in being able to provide the appropriate aid.
When you click the Customer History icon, or click View > Customer History from the main menu, you see a list of all correspondence with the selected customer including e-mail messages, contact records, and originated messages.
To view the history of e-mail sent from the address of the selected message, click the Customer History icon in the toolbar. If the customer has more than one e-mail address and sends mail from all the different e-mail addresses, then messages from all the e-mails will display in customer history.
Note: Prior versions of Secure Messaging in Response 7.5.x have separate customer history entries for SMTP (e-mail) messages and trusted (secure) messages. Customers can combine both message history entries within Response. For more information on Secure Messaging, please refer to the Secure Messaging Integration Guide.
How do I review the source of a message?
How do I reject a message or return it to the agent?