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Tanay Bal (Tanay Kumar Bal)
Maantic Inc.

Maantic Inc.
IN
Tanay Kumar Bal Member since 2006 3 posts
Maantic Inc.
Posted: November 21, 2020
Last activity: June 14, 2021
Posted: 21 Nov 2020 8:56 EST
Last activity: 14 Jun 2021 13:53 EDT

Track reply to an incoming email

Hi All,

Is it possible to track a reply to an incoming email to pega and have an alternate path (e.g. suppress the service case creation - we create a service case as soon as an unique topic is identified) for the same. Currently the email channel that we have setup in our application is identifying the reply to an original incoming email as a brand new email and creating a new ET, I and S case.

Have seen that there is a property pyInReplyTo which maps to the <In-Reply-To> element in the header of the incoming email. However, the original email does not have a pyMessageID set to track back the reply.

Appreciate any response in this regards

Regards,

Tanay

***Edited by Moderator Marissa to update Content Type from Question to Idea; added FDBK-ID details***
Pega Customer Service 8.4 Conversational Channels Cross-Industry Lead System Architect