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Email client guide
Answer ID 10355   |   Last Review Date 07/08/2019

Are there email clients that are not supported by Oracle Service Cloud?

Environment:

Inbound Emails, Oracle Service Cloud, all versions

Resolution:

As per environmental guide:  Oracle Service Cloud Infrastructure Requirements

Oracle Service Cloud does not support Lotus Notes for email.

We test the following email clients:

• Apple Mail
• Gmail
• Hotmail
• Outlook 2007, 2010, 2013, and 2016
• Yahoo

But that doesn't mean that other email clients should not be used or not supported. The end user can work with any email client but have to ensure that email client:

  1. Is not changing original message body.
  2. Always quote back original message on reply.

Those two items is critical for Reply Detection and Conversation Tracking functionality that is explained in the answers mentioned below.

Note: Information above is not limited to email clients only but also extends to any 3rd party mailing software or services that is involved in email communication.

For additional information, refer to the "Email reply processing" section in online documentation for the version your site is currently running.  To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

Also, please check following answer for additional information: Incidents are updated with the entire incident thread

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