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From All n One's bxp software Wixi
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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 =
Put the subject of the External email as "Reply from Helpdesk Reference : ###--ID--#"
= Challenges =
The primary challenge of using this email are customers / the public changing the subject of the email to whatever they want. There is nothing can be done to safeguard this possibility. It is possible to use an onArrival approach which provides a broader approach to linking records.
