Reply from customer is counted as InboundNew

NICE CXone API & Integrations
1

Scenario:
The customer is sending an email to CCenter. The email is marked as InboundNew interaction in MCR_UCS/Interaction database.
The system is sending an OutboundAcknowledgement to the customer.
An agent is sending back a manual acknowledgment for an email. The email is marked as OutboundReply.

If the customer is sending a reply to this OutboundReply email, the new incoming email will be marked as InboundCustomerReply.
If (for some odd reason) the client is sending a FORWARD to the agents OutboundReply the incoming email that is getting to Genesys Express is treated as a NEW email and not considered to be linked to the same transaction/thread.
I have on EmailServerjava settings, the following “subject-threading-substrings= re:,reply,out of office,out of the office, fw:, Fw:, Emailing:, Fw: Re:,Re: Fw:, Fw: Fw:, Re: Re:”.

How can I correct this in the future ?

2 Likes
2

Hi,

Please check that the customer is used the same email address when replying to agent’s email. If not then threading won’t work properly.

Can you post here debug log of Email Server Java covering time when such email was received and analysed?

R.