Symptom
When replying to a case using the 8x8 Contact Center Local CRM, the To field is not auto-populating.
Applies To
8x8 Contact Center
Emails
Local CRM
Resolution
Ensure that you are not sending an email to an address that is also your agent's email address.
Cause
Contacts that have the same email address as a Channel email ID or Agent email ID will not auto-populate in the To field.