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My incident shows that an auto response and agent response were sent, but the contact does not receive the agent response.
Answer ID 11121   |   Last Review Date 05/18/2020

Why was the incident response not sent to the contact? 

Environment:

Oracle Service Cloud (OSvC), Message Templates

Issue:

An auto response and agent response are sent at the same time, in an incident, but the recipient only receives the auto response. Both are saved as threads in the incident, but the agent response is not received. 

Resolution:

The Thread Properties, of a Message Template, define which thread types will be sent in the email message. There is a checkbox for each thread type. Thus, in order for an agent response to be sent, the "Response" box must be selected. Likewise, the "Auto Response" box must be selected for those to be included in the email message as well. The other required setting for both of these to be sent, is the "limit thread count" counter, also on the Thread Properties. If this is limited to 1, then only one thread will be sent. In the scenario mentioned above, when this setting is set to 1, the auto response is sent and not the agent response. 

Additional Message Template answers are mentioned here: Answer ID 5488: Popular answers about Message Templates

For more information about Message Template functionality, refer to the Overview: Message Templates section of online documentation. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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