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Send E-mail History Thread When Replying SR (Doc ID 2548232.1)

Last updated on SEPTEMBER 14, 2020

Applies to:

Oracle Fusion Engagement Cloud Service - Version and later
Information in this document applies to any platform.


Our users have been using the service request inbox feature of Engagement Cloud. The inbound e-mails they receive are redirected to Engagement Cloud, become service requests automatically, and all of the interaction with their customers is done through SR messages. However, they have brought to our attention that when they reply to a message (sending an outbound email) the message history is not sent in the reply, as it would be the case when replying to an e-mail thread in an e-mail application.



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