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Copy of NetSuite email responses not making it to a customer service rep

edited Jun 2, 2025 2:54PM in Ask A Guru 2 comments

email has stopped working, but just for one user.

Here is our test to replicate:

Lets say our Customer Service person's email is salesperson@ourcompany.com and the customer they're emailing is customer@buyer.com. They email customer@buyer.com, from NetSuite, right from a Sales Order record. Then, they go to that test customer's email program and get the NetSuite email to customer@buyer.com and there is no problem. Then, they reply to the NetSuite email. Their reply (from customer@buyer.com) makes it into NetSuite ...into the sales order. That reply, from customer@buyer.com, never gets a copy sent to salesperson@ourcompany.com. So, our sales person never knows that the customer replied.

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