Below are ways to send a message to the customer through a case, and if these messages are visible/ not visible in Customer Center:
| Displayed in Customer Center? | |
| Support rep clicks the Email button and composes a message for the contact | Yes | |
| Contact receives the message and replies to it using Outlook | Yes | |
| Support rep edits the case, writes in Support rep message box, Internal Only = T | No | |
| Support rep edits the case, writes in Support rep message box, Send to Customer = T | Yes | |
| Support rep edits the case, writes in the message box, Internal Only = T | No | |
| Contact receives a notification in Outlook that the case has been updated, sends a reply | No |
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