Email bot not picking up reply from orignator
I am receiving emails in an email channel. I can reply to the originator from the email manager portal, and the originator receives the reply. However, if the originator replies the email is lost. For example:
From: user
To: email channel
Subj: something to talk about
Result = email received in the email channel
---------------------------------
From: email channel
To: user
Subj: Re: something to talk about
Result = email reply from email channel received by user
--------------------------------
From: user
To: email channel
Subj: Re: something to talk about
Result: email is not received in the email channel
The security code is intact in all emails, and I enabled the Display Case ID in subject option in the email channel.
[EDIT]
I discovered the security code is missing from all the emails when viewed from the Email Triage Portal
[END EDIT]
++now I know ++ what am I missing?
Pegasystems Inc.
IN
@eddie.jm Security code is not shown in Email triage UI because it’s not relevant to CSR/Agent and that does not affect the chaining of emails.
Can you check if you have 'rich text' options turned on in Email channel. https://community.pega.com/node/745461
Also, do you see email-content-****.html file in one of the pulse posts that contains customer's reply email? If yes, download it and see if that contains security code?
Pegasystems Inc.
IN
@eddie.jm just to close this loop. We identified that the issue is because of an API call that fails to execute in non-Pegacloud environment. This issue has been fixed in 8.6.1 patch release which will be available soon.