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Linking Incidents with Similar Subject

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in Communication Channels 11 comments

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Hi All,

We are receiving the following request from our Customers.

When customer send an email to OSvC and this email thread has continuous ongoing conversation outside OSvC(through Outlook), they would like to have these emails merged to a single incident (as we have in outlook linking similar conversations).

Currently this is creating new incident for every email, since the OSvC mailbox is added in the recipients list.

We would be happy to know if there is any way we can implement this feature for our customers.

Version (include the version you are using, if applicable):

Oracle B2C Service Cloud, Version 22A

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