CC stands for "carbon copy" — it means adding someone to an email as a visible recipient who's kept in the loop, without being the person expected to reply.
CC (carbon copy) is a field in an email that lets you add extra recipients alongside the main "To" recipient. Everyone in the CC field can see the email and who else received it — unlike BCC (blind carbon copy), where recipients are hidden from each other.
The convention in customer service and business email is: the "To" field is for the person you expect to act or reply, while CC is for people who should stay informed — a manager, a colleague from another department, or a customer who wants a paper trail of a support conversation.
In a shared team inbox, CC becomes less necessary for internal visibility: instead of CC'ing a colleague on every email, everyone with access already sees the full conversation. CC still matters for external stakeholders, like looping in a customer's account manager or your own team lead on an escalated issue.
Bugalou supports CC and BCC on every outgoing email, and — because all conversations live in one shared inbox — your team rarely needs to CC each other just to stay in the loop on a customer conversation.
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