Sometimes end-user cc a list of people but in the middle of the conversation, they may want to add or remove some people in CC. They (in outlook) seems change the people in cc successfully (on their side), however, actually they cannot change the cc list, hence when our agents reply, the original cc list "added" again and they get angry. It creates misunderstanding each other and increase pressure to our agents.
How can the end-user add/remove cc list as in normal email freely?
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