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From All n One's bxp software Wixi
→Overview
Imagine you set the form up as a Case Management form. It is a help desk system. If an email comes in from a customer it's a new query. You reply to the customer using an outcome that sends an email. In that email is the reference code to this record. When the customer replies to the email again, bxp can identify the original email from finding the code in the content and link the returning email back to the original send.
The result of this process is that body of the email of the latest email in the chain replaces the CDA fields with the latest email. All of the original emails are placed into the Contact History of the record, including the current received email.
= Setup =
