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'Reply to All' option in email flow's 'Send Auto Reply', is not including all the participants from sender's original email

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  • 1.  'Reply to All' option in email flow's 'Send Auto Reply', is not including all the participants from sender's original email

    Posted 10-12-2023 22:19
    No replies, thread closed.

    Hi Team,

    We are facing an issue while using the 'Send Auto Reply' action in email. We want the Reply configuration to be as 'Reply to All' and send the auto response to all the participants from the customer's initial email.

    But, whenever an auto response is triggered, the sender's email is not getting added into the 'TO' field, but the rest of the participants are CC'ed as expected. Below is an example:

    Email from customer:

    email_1@mycompany.com

    TestEmailProd@siemens.mypurecloud.de " class="transcript---email---header-info---to-address email-header-info">
    Sriram.L3@cognizant.com " class="transcript---email---header-info---cc-address email-header-info">

    #DigitalChannels
    #Unsure/Other

    ------------------------------
    Sriram L
    ------------------------------


  • 2.  RE: 'Reply to All' option in email flow's 'Send Auto Reply', is not including all the participants from sender's original email

    Posted 10-21-2023 20:19
    No replies, thread closed.

    Sounds like a bug to me.  I would first delete that Email in your settings and add it back in to see if it fixes it.  If not, open a ticket.  That is not normal behavior. 



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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