Is there a way for agents in Finesse to edit the email subject and/or body in the original message before replying back to the customer? The use case is when customers send in emails with profanity or otherwise offensive language that the agents do not want to include in their reply, especially when it is in the subject line. We've looked all through the SM and CCX interfaces and there is nothing to adjust that will allow this. The documentation we've seen doesn't indicate one way or the other if this is an option or not.
CCX/SM - 11.6(2)
Jon Dudding
