Replies to Inbound Emails Generate Notes


When an email is sent to 4me®, the Mail API ensures that the information in the body of the email gets added as a note in a new or existing request.  When that email was also sent to another recipient in cc, and that person decides to ‘reply to all’ from that email (and not from the email notification coming from 4me), a second request may unintentionally be generated.  This is no longer the case: 4me now detects replies to emails that generated a note or a request and adds those replies as notes to that request.

The following example shows how Grace Groupco’s reply-to-all to an inbound email from Brian Myers became a note in the same request that was generated from Brian’s email.

Email reply request note