Just to make sure that we're on the same page, are you referring to the 'direction' of the email? As in, when you create an email type engagement that is tracking an email from the contact to the agent, you'd like the header to reflect that 'direction'?
Right now, the header for email type engagements is fairly generic:
You logged an email with Contact Name firstname.lastname@example.org
A couple of notes:
- 'You' refers to the engagement's owner; since I was logged in under my account & I was the engagement's owner, this was 'You'. Were this engagement owned by another user, their name would appear here.
- 'Contact Name email@example.com' is whatever is specified in the
to field when creating an engagement.
There currently isn't a way to further customize this direction; the engagement's owner and the
from fields in the engagement's
metadata currently determine this header. Let me know if this answers your question!