Hello,
I am trying to get our outbound emails sent from within the Service Operation Workspace to thread in the external mail client (in this case Gmail) for tickets created with the email channel from inbound emails. Meaning outbound mail sent from the mailbox of our instance lands in the same unified thread in the destination mailbox. I understand this is not something that is supported OOB within this space, but I am trying to figure out if there is a path forward to realistically accomplishing this goal. I have searched for various solutions but have yet to be able to find a resolution. Let me first say I am also by no means an expert in email systems and I may just be missing something obvious here.
So far I have tried the following with no success:
Business Rule to enforce Message-ID, headers, and type.
Flow for auto-response utilizing send email action in Flow Designer
Flow for auto-response utilizing send notification action in Flow Designer
We also are considering eventually adopting CSM and using the omnichannel configuration to manage our client communication, but I am unsure if that would solve this issue or if we would run into the same limitation.
Any insights would be greatly appreciated.
