I was in a call with a Customer this past week and they mentioned that they were having issues with non-English emails being sent into their instance which weren't being correctly picked up as a "reply" or "forward" correctly and so their Inbound Email Actions weren't triggering as expected.
I had a quick think and my hunch turned out to be right. So, let's go through what's happening in this scenario and how to resolve it. The good news is, it doesn't require any code.
Emails can have more than one prefix?
So, the first thing to understand is that different applications (for all their wisdom) have different strings of "re:" or "rpl:" etc. The same is also true for forwards.
The platform has two very important properties to handle this. One is called "glide.email_reply_subject_prefix" to handle the reply strings, and another called "glide.email.forward_subject_prefix" for forwards. Both are available on the Email Properties page:
System Properties > Email Properties:
Because of the lack of industry standardization, you might find that some instances have had to add more English versions in the "Reply" property to cover the various different email clients out there. For example something like this (and note the case-sensitivity):
re:,Re:,RE:,aw:,r:,fw:,fwd:,Fwd:,FWD:
What's the solution?
Well, simply put, the instance doesn't know the other language versions of these prefixes, so we need to add them to the properties mentioned above. Unfortunately I can't give you all of them and all their permutations, because I don't have every email client out there. But I will share the most readily available ones I've documented. And please bare in-mind this list is not exhaustive, you will need to test them for your scenario and thus you may very well need to add more variants. At-least, this will get you started.
In order of Language Pack (where I can find an option):
| Language Pack | Re | Fw |
| Chinese (Simplified) | 回复: | 转发: |
| Chinese (Traditional) | 回覆: | 轉寄: |
| Dutch | Antw: | Doorst: |
| Finnish | VS: | VL: |
| French | REF:,RE: | TR: |
| German | AW: | WG: |
| Hebrew | :השב | :הועבר |
| Hungarian | Vá: | Továbbitás: |
| Italian | R:,RIF: | I: |
| Norwegian | SV: | VS: |
| Swedish | SV: | VB: |
| Spanish | RE: | RV: |
| Portuguese | RES: | ENC: |
| Polish | Odp: | PD: |
| Turkish | YNT: | ĪLT: |
If anyone knows of any other examples, kindly put them in the comments and I'll update the list above for the benefit of the community,
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