Your teams may manage customer communications using several different email channels. Agents on those teams may need to forward emails between the channels and to be able to answer the original author on the forwarded email. RingCentral Engage Digital provides a feature to enable replying to the original author in a forwarded email.
When you have not enabled this feature, and you forward a message from one channel to another, the forwarded message will be considered an agent message and therefore the agent from the channel won't be able to answer the email. By enabling the feature, the forwarded message will be considered as a new message, providing all actions needed to communicate with the end-user.