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NOTE: If you get an email from a customer replying to a previous message being handled by another agent, follow these steps:

• Check if the current agent is available in the transfer tool. If they are, transfer the email to the original agent.

• If the original agent is unavailable, handle the email yourself. Make sure to reply to the customer based on the “Receiving an Inbound Email” procedure below. and leave a note in the contact's feed, tagging the original agent so they can follow up later.