Hello - My CRM system had a user send an email with subject: "Some Inquiry." Then my CRM system sent an auto-response email with subject: "Thank You for your Inquiry. 0001001" The number at the end was a token generated by CRM. My understanding is that this token helps group emails together.
However, the contact replied to the auto-response email with a subject of "[followup] Re: Thank You for your inquiry" and it looks like the user-modified subject broke CRM's auto-routing functionality for the email.
The auto-routing worked as expected for other emails that did not have a user-modified subject. I thought that the token in the subject line would have been enough to maintain the proper routing for the email but this does not appear to be the case.
Has it been your experience that if the user modifies the subject but leaves the subject token in tact that this will mess up CRM email routing/association? If so then what steps do you take to help manage the unrouted emails or what steps do you take to ensure that the CRM email routing functionality is maintained?
↧
email routing question?
↧