You can send emails using the New Email form in Case IQ and the system will store the email and any subsequent replies in the case record. You can access the New Email form in any of the following ways: (1) the Add Email button on the Emails Grid page, (2) the “+ Add ” button button on a case’s page, or (3) the Add Email button on a case’s page, under the Activity tab and Emails sub-tab. 

After loading the New Email form, you can fill in the relevant fields. See a description of each New Email field below:

• Case # field: if you click the Add Email button or “+ Add ” button on a case page, the “case number” field will be automatically populated when the New Email form is loaded. However, if you access the New Email form from the Emails Grid page, the “case number” field will need to be manually filled in.
• Send To: indicate the recipient of the email. You may enter a Case IQ user email or any other email address as the recipient. As you type, Case IQ will generate a dropdown list of user suggestions. You can click one of these suggestions to enter it into the “Send To” field. If you are not sending to a Case IQ user, type in the email address manually and hit Enter or Return on your keyboard. 
  • To display the “CC” and “BCC” email fields, click the Add Cc Bcc link button under the “Send To” field.
• Subject Line: type in the text that the system should use for the email subject. 
• High priority: check the box and Case IQ will send the email with high priority based on the recipient's email client. 
• Standard Response: you can select a “Standard Response” dropdown option to populate the body text of the New Email form with a template.
• Body: type in the main text of your email and use the text formatting options as needed. 
• Add Signature button: if you have an email signature set up in Case IQ, click the Add Signature button to append your email signature text to the end of the “Body” (see Change Account Settings on Profile Page: Signature). 

At the bottom of the page, you will have the option to add any relevant files, which will be attached to the email when sent (read Add a File for details).

When you have completed composing your email, click the Send button at the top of the page and Case IQ will send the email to all recipients listed in the “Send To” field. Click Cancel to discard your email draft.

If the recipient is a Case IQ user, they may receive a notification depending on their notification settings. See an example of an in-application notification below. If the recipient replies, you can read their response on the Email Thread page.