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Read receipt for Incident responses
Answer ID 5494   |   Last Review Date 03/18/2019

Is there a way that Oracle B2C Service can show if a customer reads or opens an email that is sent from an agent via outgoing email?

Environment:

Incident delivery receipt

Resolution:

With standard product functionality there is not a way to determine if an outgoing email was opened or read by the customer. As far as "Incident delivery / read receipts" are concerned, industry best practice recommends managing exceptions rather than utilizing read receipts. It is best to manage bounced emails and invalid emails rather than all successfully sent incidents.

For information on how to manage bounced emails, refer to Bounced E-mail message handling.

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