When our Genius sends an auto email, and there is an engaged response, there is no way for the Sales Rep to respond to that same email, instead just being able to view and create a brand new email to respond. This is especially unhelpful when the customer is only giving email as a line of engagement instead of a phone number, since there is a chance that our emails could go into the spam filter of their inbox and not garner a response.

Adding the ability to CC the sales rep on any sent email to the customer allows a response in the chain, ensuring that it goes noticed by the customer and allows them to converse with both Genius and sales rep