Why does a reply to a Outreach or Forwarded Email add the entire email contents into the thread?

Environment:

Browser User Interface, Oracle B2C Service, all versions

Resolution:

Replies to Forwarded or Outreach emails will add the entire email content into an incident's thread. This is expected and cannot be avoided as Outreach Mailings or Incident Forwarding is not intended for conversation with the customer. This means conversation tracking functionality isn't in use here.

Incident response is the only type of messages where conversation tracking functionality is used.

While replying from an incident, message templates inject a conversation tracking marker and a checksum of the message/response that was sent from the console. Those markers, as well as other methods, are used for conversation tracking when a contact replies back.

For additional information, refer to the Email Reply Processing section in the Online Help User Guide documentation. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.