Emails sent by the homeowner will show up in bubbles, like a text. Within the bubble is the homeowner's email.

On the top of this bubble, you can find the email address of the sender along with the date it was sent.

If there is an Salesforce contact linked to that email, then the sender’s name will appear above the email bubble.

Replying to the sender will show up as a separate bubble with your own message.

As you can see in this example, My response appears below the senders email but in a separate bubble.

Another way you can tell your email apart from the sender’s, is that your email bubble originates from the right side rather than the left.

When the sender replies to your email is when things might get confusing. CXOne will display the entire email from the sender which includes your previous reply. The latest response from the sender will always be on the top of the email.

In this example, you can see the entire interaction within the latest email sent from the sender. The sender’s latest response is outlined in red.

Forwarding also works in this way. You will see the sender’s latest response at the top of the email bubble, while under it, you can see what was forwarded.