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Auto-populating CC recipients while adding an update

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Auto-populate CC Recipients on Agent Replies

HappyFox can automatically carry CC email addresses from contact updates into the agent's reply form. This is configured per category and controls which CC recipients are pre-filled when an agent adds an update.

Available on all plans.

Configure CC auto-populate for a category

  1. Go to Manage > Categories.
  2. Click the category you want to configure, then click Edit Advanced Settings.
  3. Under Ticket Reply Settings, find the CC recipients while adding update dropdown.
    CC auto-populate options expanded The five CC auto-populate options available.
  4. Select one of the five options below, then save.

CC recipients while adding update dropdown in category advanced settings The CC recipients while adding update dropdown in Manage > Categories > Edit Advanced Settings.

CC auto-populate options

The five options split into 3 groups based on how the agent sends their reply.

When the agent replies from HappyFox

These options apply when an agent adds an update from inside the HappyFox app. If the reply is sent via an email notification instead, only the original contact receives it.

Option What gets pre-filled
Populate all the CCs email ids in the ticket All CC addresses from every contact update on the ticket, combined.
Populate the CCs email ids from the last reply Only the CC addresses from the contact's most recent update.

Example of Populate all CC email IDs option in the agent reply form All CC addresses from every contact update auto-filled in the reply. Example of Populate CC email IDs from last reply option Only the CC addresses from the contact's most recent update auto-filled.

When the agent replies via email notification

HappyFox sends agents notification emails for new contact replies. When an agent replies directly from their email client (Gmail, Outlook, etc.), these settings control which CC recipients are included. The CC addresses from the contact's update are not visible in the notification email. HappyFox applies the setting automatically behind the scenes.

Option What gets sent
Send reply to all CC email IDs in the ticket, when agent replies to agent notification All CC addresses from every contact update are included in the reply.
Send reply to CC email IDs from last reply, when agent replies to agent notification Only CC addresses from the contact's last update are included.

Send reply to all CC IDs via email notification option All CC addresses included when the agent replies via email notification. Send reply to CC from last reply via email notification option Only the most recent contact update's CC addresses included in the notification reply.

Disable auto-populate

Option Behavior
Do not auto populate CC No CC recipients are pre-filled. Agents must add them manually on each reply.

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