To Field in Local CRM Reply to Email Not Auto Populating

Updated: 03/25/2024

Symptom

When replying to a case using the 8x8 Contact Center Local CRM, the To field is not auto-populating.

Applies To

  • 8x8 Contact Center
  • Emails
  • Local CRM

Resolution

Ensure that you are not sending an email to an address that is also your agent's email address.

Cause

Contacts that have the same email address as a Channel email ID or Agent email ID will not auto-populate in the To field.