Hey Trailblazers,

I am new to the service cloud and I am implementing Email to Case.  Once the case has been created through email an agent can reply through Salesforce however the following reply from the customer appears on the mailbox( Gmail etc) of the agent as a link through which the agent can reply to the customer.

The link redirects to the message section but the object is Email Message and not case, Only if the agent replies to the customer the details gets populated in the case Details else there is no visibility of the customer reply to the last message.

Can the customer reply be populated in the case (Email feed) directly instead of an agent receiving a link because

1. We prefer the agents to be on the salesforce case section rather than checking their mail to reply
2. Other Agents can have  visibility on the latest customer reply in case they want to take it over

Let me know if I am missing something or any modifications needs to be done to achieve this

Thanks in advance :)