The Take Action row provides an opportunity to directly act on the message without leaving the history view. If the message is assigned to the agent, the agent can complete their answer by clicking on the Answer link. The Agent Email, Note, Ticket, and Forward Copy links are always available within the History view. The Agent Email action will send an email to the selected contact, while the Forward Copy action allows you to send a copy of the interaction to any email address.
Click to enlarge
All actions taken from inside the History sub-tab will be directly linked into the selected thread. When these same actions are performed from outside of the History tab, they will create a new interaction thread.