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This message was posted by a user wishing to remain anonymous

I am looking for a way to have the reply to the email script be able to have variables related to the incoming email. Based on the subject line and sender, I have built a script that sends a rejection letter before placing it into a holding queue. (trying to enforce a process with other departments.) The email informs them that their email did not follow the correct format and to try again. Unfortunately, I have been getting comments from the rest of the team that they are unsure which rejection email goes with which email attempt they have sent. They use this to request assistance for our customers, so they send us a few at once. I wanted to be able to include in the subject line the case number so that they can easily reference the correct email. Additionally, if the documentation is proper if they respond to this new email, it will add it as a follow-up attempt to the original case because it has the case number.

If this function could also be used to add the case number into the body of the email that would help.

I have checked the 8x8 knowledge base for the answer but, I cant find anything on this subject.
Any ideas or assistance would be much appreciated.

Could you clarify your request for me please?  Do you need to see different details in the email headers from 8x8?

Thankyou

------------------------------
Alison Stewart
------------------------------

Original Message:
Sent: 08-25-2022 08:50
From: Anonymous Member
Subject: Email Scripts: Reply to email object: Subject/Body line with variables

This message was posted by a user wishing to remain anonymous

I am looking for a way to have the reply to the email script be able to have variables related to the incoming email. Based on the subject line and sender, I have built a script that sends a rejection letter before placing it into a holding queue. (trying to enforce a process with other departments.) The email informs them that their email did not follow the correct format and to try again. Unfortunately, I have been getting comments from the rest of the team that they are unsure which rejection email goes with which email attempt they have sent. They use this to request assistance for our customers, so they send us a few at once. I wanted to be able to include in the subject line the case number so that they can easily reference the correct email. Additionally, if the documentation is proper if they respond to this new email, it will add it as a follow-up attempt to the original case because it has the case number.

If this function could also be used to add the case number into the body of the email that would help.

I have checked the 8x8 knowledge base for the answer but, I cant find anything on this subject.
Any ideas or assistance would be much appreciated.

Original Message:
Sent: 9/29/2022 9:11:00 AM
From: Alison Stewart
Subject: RE: Email Scripts: Reply to email object: Subject/Body line with variables

Could you clarify your request for me please?  Do you need to see different details in the email headers from 8x8?

Thankyou

------------------------------
Alison Stewart
------------------------------

Original Message:
Sent: 08-25-2022 08:50
From: Anonymous Member
Subject: Email Scripts: Reply to email object: Subject/Body line with variables

This message was posted by a user wishing to remain anonymous

I am looking for a way to have the reply to the email script be able to have variables related to the incoming email. Based on the subject line and sender, I have built a script that sends a rejection letter before placing it into a holding queue. (trying to enforce a process with other departments.) The email informs them that their email did not follow the correct format and to try again. Unfortunately, I have been getting comments from the rest of the team that they are unsure which rejection email goes with which email attempt they have sent. They use this to request assistance for our customers, so they send us a few at once. I wanted to be able to include in the subject line the case number so that they can easily reference the correct email. Additionally, if the documentation is proper if they respond to this new email, it will add it as a follow-up attempt to the original case because it has the case number.

If this function could also be used to add the case number into the body of the email that would help.

I have checked the 8x8 knowledge base for the answer but, I cant find anything on this subject.
Any ideas or assistance would be much appreciated.

This message was posted by a user wishing to remain anonymous

To add the case ID to the subject line of the reply use _CASEID_ Also if you would like to use the original subject line use  _SUBJORIG_
Original Message:
Sent: 09-29-2022 07:15
From: Brittany Yacono
Subject: Email Scripts: Reply to email object: Subject/Body line with variables

I have an email script that lets people know that their email has been added to the queue using the "reply to" object. We have a team who uses this quite frequently and have noted that when they get this message, they don't know which one the response belongs to and when they respond it just adds another case to the queue. I wanted to have the subject line automatically put the case number in like it does when we respond from the CRM automatically.

So the subject line would be: Your Customer Service Request Has Been Received - (Case Number)

This would assist us in dropping the number of duplicate cases we have open and allow the sales team to keep track of the requests they have sent to us. We can only get it to work when responding in the CRM after the case has been added to the queue. I am looking to be able to do it as part of the auto-response in the script.

Original Message:
Sent: 9/29/2022 9:11:00 AM
From: Alison Stewart
Subject: RE: Email Scripts: Reply to email object: Subject/Body line with variables

Could you clarify your request for me please?  Do you need to see different details in the email headers from 8x8?

Thankyou

------------------------------
Alison Stewart

Original Message:
Sent: 08-25-2022 08:50
From: Anonymous Member
Subject: Email Scripts: Reply to email object: Subject/Body line with variables

This message was posted by a user wishing to remain anonymous

I am looking for a way to have the reply to the email script be able to have variables related to the incoming email. Based on the subject line and sender, I have built a script that sends a rejection letter before placing it into a holding queue. (trying to enforce a process with other departments.) The email informs them that their email did not follow the correct format and to try again. Unfortunately, I have been getting comments from the rest of the team that they are unsure which rejection email goes with which email attempt they have sent. They use this to request assistance for our customers, so they send us a few at once. I wanted to be able to include in the subject line the case number so that they can easily reference the correct email. Additionally, if the documentation is proper if they respond to this new email, it will add it as a follow-up attempt to the original case because it has the case number.

If this function could also be used to add the case number into the body of the email that would help.

I have checked the 8x8 knowledge base for the answer but, I cant find anything on this subject.
Any ideas or assistance would be much appreciated.