> In my opinion, people should be more involved with the quoting of the previous message. Perhaps the customer could highlight the part of the previous message

> In my opinion, people should be more involved with the quoting of the previous message. Perhaps the customer could highlight the part of the previous message they want and have that become the quote. Or maybe a button when we write an email that will pull in the messages we're responding to as a quote. Thunderbird supports that. Highlight the part of the original message that you want to become the quote, and hit 'Reply'.