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Automating response email address/mailbox with custom process

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edited May 26, 2016 8:17AM in Integrations and APIs

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Hello!

I have a question with regard to incidents created by techmail.

The problem I'm trying to solve is that customers are sending techmail to certain advertised addresses, however, these are then routed externally into RightNow which uses fewer inbound mailboxes. Currently the system is using business rules to read the email header and then assign the outbound mailbox so that when an agent replies to the incident, the end customer will receive a response from the address they sent their query to.

This is becoming hard to maintain as the advertised external addresses number in the thousands, and there needs to be a separate business rule for each of these outbound mailboxes.

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