Email replies received as new emails

[kim_purcell]

Are inbound email replies popping up in your inbox as New? Does this keep happening even when RE: is clearly present in the subject line before sending an email?

This may occur even if you have already added RE: to the glide.email.reply_subject_prefix property. For an inbound action to be identified as a Reply, the table specified in the email must match the table of the inbound action. If this is not set up properly, the system identifies the inbound email as a New type email instead of a Reply type.

To correct the inbound action type, three conditions must be met for the email to be recognized as a Reply:

• A watermark that matches a known one in the instance
• A header message_id that matches one in the instance
• A reply prefix AND a matching record number
  
  

Double-checking these items will ensure that your emails replies are delivered properly.

For more information about how to troubleshoot inbound email issues, see Troubleshooting Inbound Email (KB0520595).