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mailing explorer - transactional - reply open a new incident

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edited Jun 8, 2022 8:56AM in Agent Desktop 1 comment

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Hello,

I created a mailing explorer and set it as "transactional" to support "marketing email rule".

Afterwards, in the business rule, i put it in the "then" section i add "send marketing email after 30 minutes".

Once the rule triggered i do received the marketing mailing explorer by the rule but in case i (or customer) reply to the email it opens a new incident and not combined it with the original incident that the mailing explorer send from.

Is it possible to combined the customer reply into the original incident? instead of creating a new incident.

Thanks.

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