The system displays the detected sentiment of each customer email in the thread (positive, negative, or neutral) to the right of the sender's name. As a result, the system shows the sentiment pattern for the entire customer email thread for a triage case. The sentiment shown helps CSRs to respond quicker and take immediate action for the triage case. For example, when CSRs notice that an email with a negative sentiment was detected, they can immediately escalate the reported issue in the email by forwarding the email to the correct stakeholders.

When you forward an email to other stakeholders, before sending your email, you can save a draft of the email and simultaneously perform other tasks, for example, work on other triage cases, forward the email to other stakeholders, or open an unrelated business case. The system displays information that you saved a draft of the email, including the total number of saved drafts.

1. Open a portal by performing one the following actions:
   • To open the Case Manager portal, in App Studio, click Case Manager.
   • To open the Email Manager portal, in App Studio, click Case Manager, and then click Email Manager.
2. Open a triage case by performing one of the following actions:
   • To edit a triage case in the Case Manager portal, in the dashboard view in the list of cases, click a case name.
   • To edit a triage case in the Email Manager portal, in the list of emails, click an email.
   For example: Click ET-912.
3. Expand the email thread that lists an interaction between you and a customer or another stakeholder.
   When the email bot receives a new email, the system displays a green indicator next to the email at the top of the thread.
   Result: The system displays emails in a thread in chronological order, from the most recent to the oldest.
4. For an email that you want to forward in an email thread, in the top-right corner of the email, click the More icon, and then click Forward.
5. In the To field, enter the user's email address to which you want to forward the current email.
6. Optional: To carbon copy or blind carbon copy additional users when you forward the email, in the Cc or Bcc field, enter more email addresses.
7. Optional: To include predefined text from a template in the forwarded email, in the Reply template list, select a reply template.
   For example: You can select a reply template that asks a vendor for more information about the user.
   Result: The system displays the text for the selected reply template in the email text area.
8. In the text area, add text for the email that you want to forward.
   The system automatically appends the text from the initial email in the text area.
9. Optional: To attach files to the forwarded email, click Attach Files, and then select a file.
10. Optional: To save a draft of your email, click Save.
    You can save a draft of the email, perform miscellaneous tasks, and then proceed to step 11 to forward the email.
11. Click Send.
    The system displays the Forward icon to the left of the email threads for forwarded content, to distinguish it from the main email thread with the customer.
    Result: The system sends the email and displays the forwarded email in a new email thread.
12. If the system displays a warning notification after you forwarded the email, to learn more about the source of the error, expand the email thread with the notification, and then above the email subject line, click recipient.
    Note: For the system to display email delivery warning notifications for an existing Email channel that was created in previous Pega Platform versions, save the existing channel in the system, at least once.
    Result: The system displays more details about the email delivery error.