Hello Community,
We’re working on a business process where we capture an incoming email to a specific mailbox.
We’ve set up an automated reply to this email, and the reply itself is working ( we implemented the functionality based on the out-of-the-box “Send email to case contact” process). However, the issue is that the reply doesn’t appear in the same thread as the original email. It’s being sent as a new, separate email instead.
Sasor
Like
Greetings,
Currently, the business process configuration does not support keeping the original email thread when sending an email.
As a workaround, you can read the body of the received email (if it is available in the process) and pass it through parameters into a new outgoing email.
Please also note that our R&D team already has a suggestion registered to enable sending emails within a single thread directly from a business process in future releases. Your request helps increase the priority of this enhancement, making it more likely to be implemented sooner.
Have a nice day!