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Why email replies not coming back into NetSuite?

edited Oct 26, 2022 11:15PM in General 7 comments

I have a user (ok several users) who have been complaining because they are sending emails from NetSuite, they are receiving replys in Outlook, but those replys are not getting recorded in NetSuite.

I did some testing today and am not having those issues, so it seems to be a 'hit and miss' thing. 

I know that there used to be a tag <messages....> at the end of the sender name when you hit REPLY, but that doesn't seem to show anymore.  I sent several test messages, only one had that tag. But all test messages got replies and went into Customer record as expected.

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