Tip – CRM tracking token#(auto-generated) in the reply emails

Tip – CRM tracking token#(auto-generated) in the reply emails

  September 05, 2021    afei2046

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Scenario:

1. One of agents sent an email to a client who is an existing Contact in CRM (the tracking token# is also generated automatically)
2. then the client sent a reply email back to the customer service/support queue (the subject of the email also includes the token#)
3. once CRM gets the email, CRM will verify the Token# first to see if there is any existing record that has the same token#, if so, CRM just associate it with the existing record, otherwise, the related Record creation and update rule will be triggered