Customer context: The customer wants to know if it's possible to automatically CC someone on every ticket reply sent from LiveAgent.
Customer question: How can I automatically CC someone on every ticket reply?
Solution: In LiveAgent, the ticket participants for your reply are always populated from the last customer's message. This means that if the customer changes CC addresses or removes them in their reply, the participants for your next reply will reflect the latest customer message, not the last agent reply. Agents can manually add or remove CC addresses for each reply, but these changes only affect the current message. There is also a rule action called "modify ticket participants" that can be used within automation rules. However, this rule does not control to whom agent replies are sent—it only affects emails sent by rules set to "send answer to all ticket participants." Therefore, it is not possible to automatically CC someone on every agent ticket reply by default or through rules in LiveAgent. For more details, refer to the documentation on ticket participants and rule triggers, conditions, and actions.