BEmail Content Continue

Contents

1 Overview

This engine allows an email that is received to continue a conversation or string of emails in and out of the system through a BEmail set up form.

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.

2 Setup

2.1 Advanced Settings

"Content Continue?" must be turned on.

"Content Continue - Field to match on" provides the field to look at to match for the code. Usually the Id field is enough but if you're creating custom reference codes, the engine also accepts any form field.

"Content Continue - Match pattern" is the pattern to look for. The setup will be along the lines of

###--ID--#

The pattern needs --ID-- in it somewhere to locate the reference code.

2.2 Outcome

The outcome needs to send an email to the customer to allow them directly reply and for the continuation to happen.

Put the subject of the External email as "Reply from Helpdesk Reference : ###--ID--#"