How Live Help email agents can reply to all addresses in the 'To' field (Doc ID 1673849.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Live Help On Demand - Version N/A to N/A [Release ATG v1]
Information in this document applies to any platform.

Goal

When someone sends TO multiple addresses, by default, Live Help drops all but the first from the TO in the reply.

While still in the queue, all TO addresses can be seen..

However, once one takes that email to reply, the other TO addresses are not included in the REPLY.

One would expect LH to reply to all TO addresses as part of reply to ALL.

We need LH to reply to ALL, both the TO and CC recipients. Right now it seems to not be including the others that were in the TO.
 

Solution

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