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?
Answered
Possible to add Conversation Id to email subject? Or otherwise associate email replies with existing Salesforce cases?
Best answer by Ebenezer.Laleye
Hi
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.
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