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  • 1.  Inbound Email Flow

    Posted 09-22-2019 23:01
      |   view attached
    No replies, thread closed.
    The following test flow ( attached)  looks for the words "hello", 'Hi" and "Thanks" in the subject of an incoming email. When found it sends an automatic reply with either " Found hello" or "found Hi" or Found "Thanks". 

    This works fine  when I send an email from an email address ( for example abc@hotmail.com) for he first time. If i send another message from the same email address ( abc.hotmail.com)  then, I don't get an automatic reply back. 

    I don't why it works only one time and then it stopped working when send email is received from the same sender. If I send it from another new email address xyz@hotmail.com then it works for one more time. 

    Please help me figure out the issue. Appreciate your  help. 
    This test flow looks for the words

    #ArchitectureandDesign

    ------------------------------
    Velmani Natarajan
    MVP Health Care
    ------------------------------

    Attachment(s)

    zip
    Test_Find Subject_v4-0.zip   4 KB 1 version


  • 2.  RE: Inbound Email Flow

    Posted 09-23-2019 08:11
    No replies, thread closed.
    This behavior is explained here: https://help.mypurecloud.com/articles/send-auto-reply-action/

    "Sending an email with the Send Auto Reply action is limited to one automated reply per conversation. If an email thread includes multiple replies to and from a customer, the automated reply is only generated for the first email."

    One way to trigger the auto reply email using the the same "from" email address is to send emails with unique subject lines.


    ------------------------------
    Dan Fontaine
    Altivon
    ------------------------------

    Original Message


  • 3.  RE: Inbound Email Flow

    Posted 09-23-2019 08:31
    No replies, thread closed.

     

    Thank you so much for your quick clarification. I tested with unique subject lines. It worked fine.

     

     

    Thanks

    Velmani


    ********************************************
    CONFIDENTIALITY NOTICE: This email transmission and any documents, files, or previous email messages attached to it are confidential and may be legally privileged. It is intended solely for the use of the individual or the entity to which it is addressed. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or use of any of the information contained in or attached to this message is prohibited by federal law. If you have received this transmission in error, please immediately notify the sender by reply email and destroy the original transmission and its attachments without reading them or saving them to disk or in any other format. Thank you.
    ********************************************



    Original Message


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