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Incident Replies via email not sent from AgentWeb console

Received Response
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edited Nov 27, 2018 10:17PM in Agent Desktop 5 comments

Summary

Email reply was not received by contact post sending of response by analyst

Content

In our Service Cloud setup, contacts send emails to a generic email account which BCCs the Service Cloud mailbox. This was done to retain the original email address used.

This works fine for most cases, but i've noticed a couple cases where emails are not sent to the contact post the analyst responding through the AgentWeb Browser UI. The incident 'Audit logs' show 'Response Sent' to the right email address (screenshot of a case below).

Is there any other way of identifying what the issue is? Could it be issues with a configuration or specific contacts? Thanks in advance!

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