Incoming email matching

By default, the instance searches email for a watermark to match the incoming email to an existing record in the system.

Figure 1. Matching incoming email
Matching incoming email

The instance searches for watermarks in the email subject line first, then in the email body. If no watermark is present, the instance searches for an In-Reply-To email header that matches an existing record. If that is not found, the instances searches the subject line for a recognized reply prefix.

Note: Some versions of Microsoft Exchange Server require a hotfix to support the "In-Reply-To" header when replying to email that originates from outside the organization.