Read and Reply to Emails and Texts Right From the Case Log

Margarita Perez on October 13, 2026

New

Read and Reply to Emails and Texts Right From the Case Log

In a case’s Logs, View More now opens a message right inside the log, and you can reply to emails and texts without leaving the case.

What’s new

Messages open in place

Clicking View More on a log entry now expands the message right in the log, so the rest of the log stays visible. Click Hide to close it. Only one message is open at a time.

Previously, View More opened a pop-up that covered the log and was read-only.

Reply to emails

A reply box appears below an opened email. The recipient and subject are filled in for you.

  • Insert template adds an email template to your reply.
  • Quote original includes the original message below your reply. It’s on by default.
  • Discard clears your reply.
An email opened in the case log with a reply box below it. The recipient is filled in, with Send, Insert Template, Quote original (checked), and Discard.
Reply to an email without leaving the case.

Reply to texts

Opened text messages have a reply box too. It shows which number your reply will be sent from.

Insert template adds a text template to your reply.

A text message opened in the case log with a reply box below it, showing which number the reply goes to and which number it is sent from.
Reply to a text without leaving the case.

Pop out when you want a bigger view

Click Pop out on an opened message to view it in the details window. You can reply from there too. When you close the window, you’re back in the log right where you were, and any reply you started is still there.

The Email Details window opened with Pop out, showing the email and a reply box with Send, Insert Template, Quote original, and Discard.
Pop out opens the message in the details window, where you can also reply.

Drafts are saved

If you start a reply and close the message, your draft is kept. A Draft label appears next to that entry’s View More link until you send or discard it.

A log entry with a yellow Draft label next to its View More link.
A Draft label marks an entry with an unsent reply.

Why it matters

Reading a message no longer hides the log, and replying no longer means leaving the case.

Who can reply

Reply options appear only for users who have permission to send messages on the case. Everyone else can still open and pop out messages.

See it in action

  1. Open a case and go to its Logs.
  2. Click View More on an email or text you received. The message opens in place.
  3. Write a reply and click Send.