Update hr case through inbound email using flow designer

[Apaul]

When an agent adds a comment to a case, an email is triggered to the user. If the user replies to that email, the reply should update the existing case with the email content, comments, and any attachments.

I’ve implemented this using Flow Designer, and it works. However, I want to identify the case using the email’s reference ID (watermark) when the user replies.

How can I add a watermark or case ID to the outgoing email so that the reply can be mapped back to the correct case? Are there any other recommended ways to identify the case from the reply?

Does the watermark checking do by the system itself?

[Dr Atul G- LNG]

Hi @Apaul 

This is out-of-the-box (OOTB) functionality based on inbound email.
Could you please clarify the exact requirement?
By default, when a user replies to an email, the system checks the watermark and the incident/case number, then updates the corresponding record.

[Apaul]

My question is, if we use inbound email, does the watermark checking and identifying case done by the system itself or do we need to do it manually here?

[Dr Atul G- LNG]

Hi @Apaul 

It is done by the system itself.

[Ankur Bawiskar]

@Apaul 

Whenever an email goes from record system adds a watermark and this watermark helps system to identify the target record when Inbound email action or Inbound flow works on that table of type Reply.

what's not working in your case?

If my response helped please mark it correct and close the thread so that it benefits future readers.