What happens if a customer replies to an email but does not reply between the lines?
Incident Updates via E-mail
Depending on the configuration of your site, an end-user can update an incident in three ways.
- Log in to their Account and view the Support History page for the site
- Click on the link in the email to directly update the incident in a browser window
- Reply to the email (if EGW_ENABLED is set to Yes). Whether the end-user must reply between the lines provided in the email depend on the configuration of your site and the version you are using.
When the EGW_ENABLED configuration setting is enabled for the interface, in the receipt email sent to the end-user, there are directions to type between the specified lines if replying via email. The EGW_REPLY_BETWEEN_ENABLED configuration setting must also be enabled for the reply between the lines feature to be enabled.
Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.
When the reply between the lines feature is enabled, if the end-user types between the two lines, then the incident is updated properly with this new text. If the customer does not type between these two lines, one of two things occur, depending on how the mailbox is configured.
If the mailbox is configured to require replies to be between the two lines and an email reply is not between the beginning and ending markers, an email will be sent back to the end-user. The email will indicate that the reply must be between the markers. If the mailbox is not configured to force the end-user to reply between the lines and an email reply is not between the markers, the entire body of the email message will be added to the incident.
Note: A reply detection extends Techmail’s ability to detect customer replies when the “reply between” line markers are not used. A checksum tag (such as [---001:000395:37443---]) is now appended to both text and HTML versions of the Question Receipt, Incident Response, and Incident Closed emails. When this tag appears in the quoted-back portion of a customer reply, Techmail uses it to identify and extract the portion of the reply message that is new.
To configure a mailbox in Oracle Service Cloud to require that replies be entered between the lines, use the steps below:
- From the Configuration items, select Site Configuration > Mailboxes.
- Click on the mailbox name and click the Incoming Email button on the ribbon.
- Enable the Force Reply Between Lines checkbox.
- Click Save.