Flow - How to Find if this email is reply or forward of any previous email in flow and get sys id

Supriya39
Giga Guru

‎01-24-2023 08:56 PM

Hello All,

 

We have a requirement. When a Email comes in it gets created in to a Call using inbound email actions. But sometimes even if the email is a reply or forward about just a Thank you or any such note, then also it gets converted in to a call and then into a ticket which is unnecessary. I want to create a subflow which will identify such email.

 

Please suggest how it can be done.

 

Thanks in advance 🙂

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Vasu ch
Kilo Sage

‎01-25-2023 12:17 AM

Hi @Supriya39 

You can identify the email as reply or forwarded one based on the prefixes in email subject. If email subject starts with "re" then that mail can be identified as a reply. If it starts with "fw" or "fwd" then it can be identified as a forward mail.

 

Please check the email properties to see the exact prefixes defined in the system. Or you can check the system properties "glide.email.reply_subject_prefix" and "glide.email.forward_subject_prefix".

 

Thanks,

Vasu Ch.