Yulia,

If you are reviewing a customer identity on the right, or even in the active area in the center of the screen while working an active message, the most recent email reply and/or forwarded email is displayed at the bottom of the viewable thread. I propose that below the original message, have the newest email show up first, as it's the most recent communication.

Please see thread ID 681e2af4b8ba220007bd6251 as an example.

Screenshot of the customer email, and then (oldest to newest) the subsequent email correspondences is attached.

Hello William,

For email replies or forwarded emails, you mentioned that RCX should move the most recent reply or forward above the original email.
I’m not entirely clear on the specifics of this request. Could you provide a bit more detail or perhaps share an example or a screenshot to illustrate what you have in mind?

Thank you!