Configuring Email Integration Discussion Linking

Email Integration Discussion Linking keeps an email conversation together on a single case. When enabled, after the initial case is created by the Email Integration feature, any additional reply emails in the thread are posted to that case's Case Discussions thread instead of creating a new case. The related HTML formatting is preserved and any email attachments are also added to the discussion message. Additionally, any replies sent from Case Discussions to the customer are also kept in the same email thread, so the conversation continues in both directions. If the original case is deleted, a reply creates a new case.

 

Contact Professional Services if you are interested in enabling it.

 

Note:

• The feature cannot be applied retroactively to existing cases. It applies only to cases created after it is enabled.

• When the feature is enabled, you will notice a Sender address change if you use a "Noreply@" default sender. This is because Case Discussions notification emails for these cases are sent from the Email Integration mailbox address instead of the system's default sender address. This change was required so that customer replies return to the Email Integration mailbox to support linking reply emails to the initial case created.

Requirements

These steps must be completed by Professional Services:

• The related App Setting, Enable Email Integration Discussion Linking, must be set.

• The business object "ClientSpace.PEO.Business.EmailIntCaseDiscussion" must be configured on any email integration where the feature will be used. The form created must be "Client Service Case".