Why do I not see the Reply All link when sending a response message?
Oracle B2C Service, BUI
In order to get the "Reply All" link to show up, the incident has to have a response from Techmail or created from Techmail that included multiple emails, whether separated by semicolons or included in cc: on that email. Once the incident has been created and the Browser UI user is ready to send a response, start a response on the messages tab. Click the "Cc/Bcc" link on the right side to access the "Reply All" link. This will populate the email addresses into the cc: field.
Note: Reply All displays only when the EGW_SAVE_EMAIL_HEADERS configuration setting on the Service Console has been enabled. This setting also allows you to view complete email-header information by clicking any envelope icon in the committed threads panel.
To learn more about sending a response read documentation here: https://documentation.custhelp.com/euf/assets/devdocs/bui/topicrefs/t_bui_Send_an_incident_response_bo1158006.html