From Bright Pattern Documentation
See what's new for Bright Pattern Contact Center version 5.3.1.
Email Reply and Forward Buttons in Agent Desktop
In the Agent Desktop application, for email cases with all states except Closed, the Reply and Forward buttons are accessible at the top and bottom of a message; the top buttons will show on cursor hover and the bottom buttons will always display.
For more information, see the Agent Guide, section How to Compose a Reply.