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automatic email replay as an answer

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Posted on by Community Member Microsoft Employee

I would like to create a rule that if the case was converted from an email, an automatic email will be sent to the customer with the case number message.
However, the email should not be created as a new activity, but should be sent as a reply to the email.

Does anyone have an idea for the implementation?

Thanks in advance

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ashish12 3,079 on at

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RE: automatic email replay as an answer

docs.microsoft.com/.../automatically-create-case-from-email
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Asif365 1,431 on at

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RE: automatic email replay as an answer

Please have a look at this link, discussed same issue and resolution.

success.salesforce.com/answers
Community Member Microsoft Employee on at

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RE: automatic email replay as an answer

Thanks for the fast reply. The problem is that the automatic email should be a reply on the existing email of the customer and not a new one.

In the documentation I just found the possibility to create a new email.

The process should be like when origin is telephone then create new email -> that works perfectly;

If the case origin is email then reply on existing email of the customer -> No idea how to identify the customer email with a flow.
Asif365 1,431 on at

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RE: automatic email replay as an answer

Please see the link

docs.microsoft.com/.../automatically-create-case-from-email