Sending/replying to email chains from record

[juan casas]

Hello experts,

Is it possible to create/reply to emails from a record?

There is an OOB feature (three dots) on the record header, does that have the option to send an email from?

business case:

we want to be able to create emails from a record

we want to be able to reply to emails from a record as well.

example:

We have a mailbox that emails are getting forwarded to, we then have a table that is creating records from these emails. so we want to create emails from these records so that we can follow up on cases

the way I would do it is, put an identifier in the email that is being sent to the client.

put a listener on the email table, then when we see an email that comes in with some identifier, it creates a comment in the record with the email chain or something along those lines

[Tony Chatfield1 · Accepted solution]

Hi, the email client allows you to send adhoc, or templated messages (quick messages).
If you send a message from a task then as long as any reply includes the original emails watermark

Watermarks on notification emails (servicenow.com)

or a reference to the task in email subject IE RE: INC00000001

Inbound email action processing (servicenow.com)

then the platform will update the originating record, as long a suitable inbound action exists.

Replying to an email chain is not ideal and not something I would consider best practice, as you effectively need to populate the entire chain into your task\record journal for each email, which bloats the task and makes it harder to manage the task and assess email updates, also ultimately if a user is part of the chain then they already have access to previous messages and have no need to see the repeated information in another message.

[juan casas]

ima try it an let you knw