If companies want an email to be sent to the customer, as a result of a call being logged, with the call details, they seem to only have two options available to them. Either setting up an auto-reply on the incoming email server in system admin, for all calls logged via email. Or alternatively create an IPK workflow rule, so that when a call is forwarded or deferred, after being logged, it will notify the customer. However, if the call is being logged by an officer or via the portal, there doesn't seem to be an option, to set up a email to be sent to the customer. My suggestion would be a tick box, available for all IPK Statuses, which once ticked, means that when the call is logged, it automatically fires an email to the customer with the call details and number. This box could be located in the Incoming Email Server Settings or possibly as an IPK Workflow rule, that is triggered when the call is logged?