Inbound action not working as per the configuration

[devarshkhed]

I have created one inbound action to create a case.

As per my understanding this will trigger when the user send the email and case will get create.

But for me this is working for below scenarios.

1. When user send the emails that time it works

2. When user reply to that email so that time it is getting triggered for RE: means for reply email also it it gets triggered.

Please help me to resolve the issue.

[J Siva]

Hi @devarshkhed 
Please check if your original (new) email contains watermark at the bottom of the email.

If it's not there, check your notification record and ensure the "Omit Watermark" option is unchecked, if it is selected.

Hope this helps.
Regards,
Siva

[Shivalika]

Hello @devarshkhed 

The system recognizes the new email and reply email based on the Prefixes you have defined and also watermark. 

Please check if the prefixes for these are set correctly under email properties. 

Additionally, check if the Email notification that you are checking this on is having "Omit Watermark" checked or unchecked - this should be unchecked. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-54

0346194

[devarshkhed]

Yes right.But one inbound action i have created for new email coming from particular email id.

It is triggering for the new email that is correct.

But the same inbound is triggering for RE: email also.

How is it possible? Can we avoid this?

[Ankur Bawiskar]

@devarshkhed 

It's OOB behavior.

the email type you configured is New so it will only work when user sends a fresh email

When user replies you should have another inbound action of type Reply and update the record when found

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