Inbound action type "reply" to always create a new record

Nitesh Balusu · ‎03-10-2020

Hello!

We have CALL records that get created from emails, I need new call records to be created for all types of emails, new, forward and reply.

New and forward seem to work fine, but a reply is always updating the existing record. Is there a workaround for this?

Thanks!

Jags5 · ‎03-10-2020

Go to the Inbound Actions, find the action that is getting triggered and examine the Actions tab after navigating inside.

Instead of current.update , try current.insert.

Please mark reply as Helpful/Correct, if applicable. Thanks!

The Machine · ‎03-10-2020

Reply:

Subject Prefix is insignificant (The system doesn’t care if the subject starts with ‘Re:’, ‘Reply:’, or ‘Chicken:’)
System looks for watermark in subject and body. If a watermark is found that matches a ticket in the system, then email is classified as a ‘Reply’ receive type.

If not found, system checks the ‘In Reply To’ header
Value of ‘In Reply To’ from ‘Header’ field is tested against the value of ‘Message ID’ field for a message that was sent. If a match is found, then email is classified as a ‘Reply’ receive type.