Auto response for shared mail box.

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Posted on by TA-24041602-0

So I'm trying to set up an auto response for shared mail box that works like this:
Email comes in from customer to shared mail box. An auto reply is sent on the same email chain from the shared mailbox.
Customer replies to said chain and no auto response.
If a new email chain is started that triggers the auto responce.

I keep getting some of this to work but never all of it, closes i got is the auto-response is being sent on every email.

Can anyone advise on the proper set up for this?

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Pstork1 68,755 Most Valuable Professional on at

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To do something like this you'll need to store something that identifies the email chain when it first begins in a data source. Then when a new email arrives check that information against the data source. If its not there then its a new chain so send the auto reply and store the identifier in the data source. In CRM this used to be handled by putting some kind of a GUID identifier in the AutoReply Subject line. Then you could check for the GUID in a reply.

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ViktorIvanidze 21 on at

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Email message may contain the In-Reply-To and References properties. You can retrieve them using a GRAPH request.

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S-Venkadesh 943 Moderator on at

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Hi @TA-24041602-0,

To determine whether an email is a new thread or part of an existing mail chain, you can check for the presence of the divRplyFwdMsg element in the email body.
Suggested approach

Trigger: When a new email arrives (V3)

Add a Compose action with the following expression:

contains(triggerBody()?['body'], 'divRplyFwdMsg')

Interpretation

True → The email is part of a reply/forward mail chain

False → The email is a new email (new thread)

I hope this information helps! If it does, please consider giving a 👍.
If this solved your issue, please mark it as ✅ Verified Answer
Best regards,
S-Venkadesh

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