When emailing back and forth with a customer via a Call or Request you can only include a current update and any previous emails sent or updates made to the Call or Request are not visible in the email. Our users have asked for an Email style design where previous emails/updates are visible in the history of the email body such as you would see in an Outlook email trail. I understand this is available via the Conversation area in the portal, however a lot of our users are external and do not have portal access.