Reply to an email in inbound action

[Obito]

Hi  all,

How to reply to an Email in inbound action. What are the possible ways?

Thank you

[Community Alums · Accepted solution]

Hi @Obito ,

You have an inbound action with Action Type = Reply Email so that the instance will send a reply email depending on the conditions of the inbound action. When a non-user sends an email to the instance, the reply email is not sent.

The following will be logged in the email log: "Reply Email not sent for '<inbound action name>', empty user_id".

Inbound email receive types

The system classifies all incoming email into one of three types: forward, reply, or new.

Inbound action classifications

Order	Type	Criteria
1	Forward	The system classifies an email as a forward only when it meets all these criteria: The subject line contains a recognized forward prefix such as FW:. The email body contains a recognized forward string such as From:. The system classifies any email that meets these criteria as a forward, even if the message contains a watermark or record number that otherwise classifies it as a reply.
2	Reply	The system classifies an email as a reply when it fails to match it to the forward receive type and it meets any one of these criteria: The subject line or email body contains a recognized watermark such as Ref:MSG0000008. There is no watermark and the Reply-To header contains a recognized message ID of an email with a target record. There is no watermark and the subject line contains a recognized reply prefix such as RE: and a recognized record number such as INC0005574
3	New	The system classifies an email as new when it fails to match it to the forward and reply receive types.

Attachments

If an inbound email contains one or more email attachments, the inbound email action adds the attachments to the first record the action produces.

Character encoding

• If the email encoding is ASCII-7 or UTF-8, inbound email actions preserve the character encoding in any associated task records they produce.
• If the email encoding is ISO-8859-1, the inbound email action attempts to convert the email to Windows 1252.
• Inbound email actions convert any other encodings (for example, Mac OS Roman) to plain text, which may or may not be readable.

See the System email log and mailboxes for examples of what you might see if a notification or inbound email action is not processed.

Note: The state of all incoming emails that have been run against inbound email actions, even if there is no matching action, is changed to Processed.

[Alok Das]

Hi Obito,

You can select the Action type as reply in inbound action and type, condition and from as required to make system reply on certain conditions. Enter the text you want in your response.

Other way is you can select as record action and trigger an event from script which will trigger a notification of your choice.

Kindly mark my answer as Correct and Helpful based on the Impact.

Regards,

Alok