Need to change the state in interaction table when customer Replies

[SwapnaB44158423]

Hi Everyone,

I want to change the state On Hold to Work in progress when customer replies to an interaction form. I am facing a challenge here. There is no Additional comments or work notes got update when customer replies. How to achieve this?

Your solution is much helpful to mark it.

[GlideFather]

Hi @SwapnaB44158423,

can you better describe the whole process? How is the interaction created - from email, manually, virtual chat, ...?

And how do they answer? 

[Ankur Bawiskar]

@SwapnaB44158423 

unless you detect somehow if customer replies and it's getting updated via this you can't make your logic.

please discuss this with your customer and get some field updated so that you can determine if customer replied and then change the state

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[SwapnaB44158423]

There is only two fields getting updated when customer replies 

1. Updated by & updated 

Only these two fields getting updated when customer replies

[Ankur Bawiskar]

@SwapnaB44158423 

then can't you use inbound action to update the state values?

You must be already having inbound action for this reply type email.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏