Inbound action types

The system categorizes all incoming email into one of three types: forward, reply. or new.

The system uses these criteria to determine the inbound action type of incoming email.

Figure 1. Determining the inbound action type of incoming email
Table 1. Inbound action type criteria
Order Type Criteria
1 Forward
The system classifies an email as a forward only when it meets all of these criteria:
  • The subject line contains a recognized forward prefix such as FW:.
  • The email body contains a recognized forward string such as From:.

The system classifies any email that meets these criteria as a forward even if the message also contains a watermark or record number that would otherwise classify it as a reply.

2 Reply The system classifies an email as a reply if it fails to match it to the forward inbound action type and it meets any one of these criteria:
  • The subject line or email body contains a recognized watermark such as Ref:MSG0000008.
  • There is no watermark and the Reply-To header contains a recognized record number such as INC0005574.
  • There is no watermark and the subject line contains a recognized reply prefix such as RE: and a recognized record number such as INC0005574
3 New The system classifies an email as new if it fails to match it to the forward and reply inbound action types.