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Can't action or assign an email
Can't action or assign an email

To maintain privacy, you will be unable to perform certain actions on emails that are BCC'd or forwarded to your email address.

Erin Jamison avatar
Written by Erin Jamison
Updated this week

To maintain privacy, you will be unable to perform certain actions on emails that are BCC'd or forwarded to your email address.

When emails are BCC'd or forwarded to your email client in Karbon, you will be unable to add the email to a timeline, commenting on it or assigning it.

BCC emails

This restriction ensures that BCC recipients remain anonymous and cannot see comments that may be added to an email, without being intended for the BCC recipient.

Additionally, the sender may not have wanted other recipients to know of the BCC recipient's inclusion. If the BCC recipient takes an action it will reveal their presence to others.

If you would like to action the email and receive any further responses, it is best that you reach out to the sender and ask them to include you in the conversation.

Please keep in mind this will also happen if a shared triage is BCC'd. However, if a user is also a recipient but in the To/CC field, then they will have full permission and be able to action it if they are a member of the shared triage.

Forwarded emails

When you forward an email(s) to the email client, Karbon will read the email as a BCC which in turn will make the email in-actionable. This can happen when a person is managing multiple emails, such as group inboxes. Instead of managing multiple emails like group inboxes, we suggest setting up a shared triage.

If you are forwarding emails from another email address to your email client that's in Karbon, we would suggest that you set up forwarding within your email client. Once you do this you can reach out to the support team through Main Menu > Help & Feedback > Still can't find what you need? and start a chat with our support team or directly email us at support@karbonhq.com and let us know the following:

  • That you would like to set up email aliases for email forwarding

  • The email address(es) that you've forwarded to your email client

If these forwarded emails are aliases and you would like to be able to send from those aliases, please let us know so that we can set this up on our end as well. Keep in mind that these aliases need to be set up in your email provider in order to work in Karbon.

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