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  • 1.  Inbound emails being tagged with [Automatic Reply]

    Posted 04-13-2022 00:11
    No replies, thread closed.
    Hi GC Community

    Our inbound client emails land on our exchange servers and are then auto forwarded to the Genesys email address associated with the email workflows.
    Yesterday our exchange techs made some changes to the transport rules to fix an unrelated issue, where emails were not being sent to all the recipients in the To or CC fields.

    Since this change, all inbound emails received in GC are tagged with [Automatic Reply].

    We've checked the email headers and they do not contain the required headers to enforce this tagging as per the Resource Centre​: Configure inbound email settings - Genesys Cloud Resource Center

    Issues with the [Automatic Reply] tagging are that when we reply to the client email, the draft email is created with the internal mailbox in the To field rather than the clients email address. Also the automatic acknowledgement email is not sent to the client when Genesys receives the email.

    I've raised a ticket with Genesys Support, but hoping that someone might be able to provide some advice.

    Regards
    #Ask Me Anything (AMA)
    #PlatformAdministration
    #Routing(ACD/IVR)
    #SystemAdministration
    #Unsure/Other

    ------------------------------
    Brett Hartley
    AFSA (Australian Financial Security Authority)
    ------------------------------


  • 2.  RE: Inbound emails being tagged with [Automatic Reply]

    Posted 04-13-2022 19:23
    No replies, thread closed.
    Hello Brett
    Do you found the solution? I have the same issue
    ​​​

    ------------------------------
    Gladys Galabay
    High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
    ------------------------------

    Original Message


  • 3.  RE: Inbound emails being tagged with [Automatic Reply]

    Posted 04-13-2022 20:09
    No replies, thread closed.
    Hi Gladys

    Support checked the logs for the example we provided and said the header has a value of auto-generated

    message:"Marking as auto generated because Auto-Submitted header has a value of 'auto-generated'"

    Our exchange tech is still looking into it, trying to understand how the header is getting this value.

    Support also added:
    If you inspect the email that is being received via outlook, it is quite common for such headers to be removed by exchange, so that is probably why you cannot see those. You would need to see the email headers of the email, prior to it being received by an email client (outlook).

    I'll update this thread if we find a solution. If you find one, please let us know also.

    Cheers<o:p></o:p>



    ------------------------------
    Brett Hartley
    AFSA (Australian Financial Security Authority)
    ------------------------------

    Original Message


  • 4.  RE: Inbound emails being tagged with [Automatic Reply]

    Posted 04-14-2022 00:21
    No replies, thread closed.
    Hi Gladys

    Looks like our Exchange Tech found the solution. He added some conditions in the transport rule to set the Auto-Submitted value to 'no'. See screen shot below;


    Hope this helps you also. :)

    ------------------------------
    Brett Hartley
    AFSA (Australian Financial Security Authority)
    ------------------------------

    Original Message


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