Recently we were testing the Inbound Email flow trigger and ran into some issues when trying to mock some back and forth email exchanges between an Agent and an external user.
There is an example flow in the system that is set up to create a Problem record. The way this works is the trigger fires when something hits sys_email with the correct subject, and then the Actions create the Problem record. We had cloned this as a starting point.
The catch with this is the Target field in sys_email doesn't get set with the table and sys_id of the record that was just generated.
This could impact tracking which emails created what records in the system. It shows up here when we shifted this process over to generate an Interaction. Using the Client Email function and adding the mail script to include prior replies to our client template, the first outbound email from the Agent misses the initial message that created the Interaction because it's not connected as a Target record.
Luckily there's an out of the box solution for this. The Action "Associate Record to Email" takes care of making that connection between the email and what it generates. To set it up, add the Trigger to the Email record field and the Interaction from step 1 to the Target and when it runs, it auto updates sys_email once the new record is created.
