If you can't:
- reply to an email
- set the "regarding" for an email
- or receive an error when trying to convert an email to a lead, opportunity or case
Check to see if you the owner of the email.
If you are not the owner of the email:
- return to the queue you opened the email from
- select the email by marking it with a tick
- select “Pick” from the menu bar.
You will now be the email owner and will now be able to edit and/ or convert the email.
If the item they are looking at was not been picked from a queue, and ownership needs to be changed, contact the owner and asked them manually change ownership.