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Case replies from Customer not going back to outlook.

edited Nov 22, 2019 6:05PM in CRM 1 comment

When I send an interaction through a case and it emails the customer, it goes to them via email with the main support email address as the sender (from). 

If they reply to it (like they should) to update the case, it shows up in the case as my email for the receipient in the interactions, but I never get the update in my Outlook.  I have been missing updates and follow ups with a lot of my open cases because of this.

any ideas?!!

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