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Hi! We’re trying to resolve an inconvenience in our Salesforce org where if a customer replies to an Intercom conversation via email, their response creates a new case in Salesforce instead of getting added to the existing case. I could set up a flow in Salesforce to associate these new email responses to their existing case if we could get the conversation Id into the email subject. Is there a way to do this? Or has anyone else found a better way to tackle this in Intercom/Salesforce? 

Hi @Rachel Moody ! Ebenezer here from Engineering Support👋.

Quick question, does this also create a new conversation in Intercom or does this just happen in salesforce?

It might be an email threading issue.

Hi @Ebenezer.Laleye! This is just happening in Salesforce. We have email threading enabled in our Salesforce org, but I think the challenge is that customers are replying to an Intercom email, so it doesn’t have the Salesforce threading info associated with it.

  • Current workflow:
    • Customer reaches out via Intercom chat
    • This creates a chat case in Salesforce
    • Support closes the Intercom case, but the associated Salesforce case may remain open
    • Since the Intercom case is closed, the customer can still reply via the "email version" of the chat
  • Current email response outcome:
    • When the customer replies via email, their response generates a new Salesforce case
  • Desired email response outcome:
    • When the customer replies via email, their response goes to the original Salesforce case

Hi @Ebenezer.Laleye! This is just happening in Salesforce. We have email threading enabled in our Salesforce org, but I think the challenge is that customers are replying to an Intercom email, so it doesn’t have the Salesforce threading info associated with it.

  • Current workflow:
    • Customer reaches out via Intercom chat
    • This creates a chat case in Salesforce
    • Support closes the Intercom case, but the associated Salesforce case may remain open
    • Since the Intercom case is closed, the customer can still reply via the "email version" of the chat
  • Current email response outcome:
    • When the customer replies via email, their response generates a new Salesforce case
  • Desired email response outcome:
    • When the customer replies via email, their response goes to the original Salesforce case

@Ebenezer.Laleye Do you have any suggestions to make email threading work in this scenario?

Hi @Rachel Moody - Given the nature of this query and that we’ll likely need some further details here, I’m going to pass this over to the support team to take further action on this issue for you. We’ll be in touch via the Messenger 💬

Hi @Rachel Moody - Given the nature of this query and that we’ll likely need some further details here, I’m going to pass this over to the support team to take further action on this issue for you. We’ll be in touch via the Messenger 💬

Thanks @bernice!

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