Replying to the Conversation Task
Users reply directly to the emails sent by the task, and they are logged as part of the conversation.
The emails sent from the task will be sent from the "From address" of the parent case type (set in the Setup and Naming configuration). They also have a "reply-to" address, generated automatically as each email is sent. These unique addresses are how replies are routed to the correct task and message thread.
Replies
The email can be replied to in the same way as any other email. The subject, email body, and any attachments, are added to the message thread.
Automated Emails
When a reply is sent an automated response confirms that it has been received which uses the "Response Accepted" template. An email is also sent to the task user (or case manager) notifying them that there's been a reply using the "Response Received" template.
Failed Replies
Replies won't be logged in the task in the following situations:
- The task is closed
- An incorrect reply-to address
- An expired reply-to address token
- Multiple "To" or "From" addresses are added to the email
The person sending the email will receive an automated response using the "Response Rejected" template if there has been a problem, and if possible, a note will be added to the case history.
Address Token Expiry
The "reply-to" address includes a unique token which is used to route the reply to the relevant task. This token expires one month after the email has been sent. New tokens are generated for each email sent.
