How To Create Email Center Custom Queries And Templates For Use When Replying To Emails (Doc ID 1446626.1)

Last updated on JUNE 13, 2017

Applies to:

Oracle Email Center - Version 12.1.3 and later
Information in this document applies to any platform.

Goal

This note gives full details on how to create Email Center Custom Queries and Templates while resolving to emails .  This is particularly useful when using templates with Internal Email Accounts as the standard Merge Fields defined for use with email center, are only supported for External Email Accounts.

Note on Internal Email Accounts

Email accounts can be defined in Email Center as "Internal" or "External". External accounts are defined to receive emails from external parties such as customers, partners, resellers, and so on. Internal accounts are set up to receive emails from internal employees. The sender's email address for emails received in External email accounts are mapped against all email contact points stored in the TCA schema. However, for emails received in Internal email accounts, the sender's email address is mapped against all email addresses stored in the HRMS schema.

Solution

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