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Business rule sending response shows twice in email

Accepted answer
edited Mar 30, 2022 2:53PM in Agent Desktop 5 comments


Applying a business rule to append and send response. Response text appears twice in email.

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I've created a rule that will append standard text and send the email response. It then assigns the incident to a queue and stops processing. When the response email is received it shows the response twice, once under Response and once under the customer thread. See attached screen shot.

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