When using forward/track and Collaborate, different items appear in your Inbox, Customer History window, and Find window.
When using collaborate, you send an e-mail to someone outside of KANA Response to collaborate on a message. An e-mail response is expected within a certain timeframe; if you do not receive a response, the e-mail message is returned to your Inbox.
When using forward and track, you forward an e-mail and track it to make sure that you receive a response; you do not see the reply to the customer, but track if the individual to whom you forwarded the message responds to the customer in the predetermined amount of time. If the individual does not respond to the customer in the requested timeframe, the e-mail message is returned to your Inbox.
How do I reject a message or return it to the agent?
How do I view customer history?