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Disable customer messages going back to existing incident

Received Response
edited Jun 8, 2022 8:55AM in Agent Desktop 2 comments


We have transactional surveys being sent out for each incidents based on certain fields condition.  If the customer reply from to the survey invitation, the customer message is added to the incident.

How do I disable/prevent the message from getting saved back into the incident?  I know I can disable/prevent incidents from getting created, but am having trouble preventing messages from getting saved back to existing incident.

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