Email Reply Separator

[Michelle W_1]

I have an inbound email flow to process replies to open cases. I would like for the reply to be added to the case as an additional comment. In my flow, I am assigning the email.body_text to the Additional Comments. It's working but it doesn't apply the Email Reply Separators, so the entire email chain is being attached every time. Any suggestions?

How do I get to the email body text in flow designed after the email reply separators are processed? 

[Sushma R1]

Show us the output how it's coming now ? I didn't this way in traditional inbound email had worked fine for me

[Michelle W_1]

The output is that the email and additional comments on the case both show the entire contents of the email chain, including all previous replies/forwards. 

Could you clarify how it worked for you? Using an Inbound Action or Inbound Email Flow? And in what way did it work for you? Just truncating the Additional Comments? Did it reflect how the system email displayed? 

[Robin John]

Hi Michelle!

It seems like the existing configured email reply separators in your instance are unable to parse the reply thread. Navigate to System Policy > Email > Email Reply Separators and check if the existing separators are configured to parse the emails you are receiving. If not, you might have to create a new Email Reply Separator. This may require some advance knowledge of RegExp. Follow this documentation to learn more

Another option could be to create an action in your flow to parse the email body with custom JavaScript to output the required body text and then use that output data pill as your additional comments' field value.

[Michelle W_1]

Hello, Yes I am using both Outlook and Gmail to test and using the out of the box Email Reply Separators for each. 

My temporary solution has been to add custom Javascript in the flow to parse the email, as suggested, and it is working. I used the string and regex included in the OOB Email Reply Separators to create my custom JavaScript, so it definitely works, it's just not getting triggered. So I'm still trying to understand when the Email Reply Separators are used/applied by the system.