To enable autofill cc/bcc while an agent replies from care console, we need to configure an autofill rule:

Create an Autofill rule for Email threading

1) Click the New Tab icon. Under Governance Console, click Rule Engine within Collaborate.

2) On the Rule Engine window, click Create New Rule in the top right corner.

3) On the New Rule window, provide a Name and an optional Description for your new rule and set the Rule Scope.

4) From the Context drop-down menu, select Autofill.

5) Select the Rule Type as Standard and click Next.

6) On the Rule Builder window, click the Addition icon and select Add Condition.

7) On the Edit Condition pane on the right, enter a Name for the condition.

8) Under Conditions Applies To The channel properties of the Message, select Account from the Condition dropdown and select the desired account from the corresponding field.

9) Next, on the Rule Builder window, click the Addition icon on the Yes branch of the above condition and select Add Action.

10) On the Edit Action pane on the right, enter a Name for the action.

11) Under Actions To Change properties of Message, select Append Email reply Trail from the Action dropdown.

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