SendBetter - Support for New Threading Behavior

[jcallahan526]

Is your feature request related to a problem? Please describe. I would like to User Send Better for notifications to Case Followers. I would like the Case Followers to be able to reply to the email and update the Case.

Describe the solution you'd like The new Threading Behavior for Email-To-Case matches based on the Message-ID in the original email.
https://help.salesforce.com/s/articleView?language=en_US&type=1&id=000355168 Can Send Better generate and apply a Message ID to emails?

Describe alternatives you've considered If I enable "Save Email as Activity on Recipient Record(s)" replies will update the Case. However this also creates a post in the Case for each email sent.

[alexed1]

@jdpond interesting....

[jdpond]

Yeah, I was looking at this @jcallahan526 there is a feature accessible if you're using templates called MessageId List of existing email if this is InReplyTo which was added in #595. Could you do me a favor and provide a step-by-step how-to you would like to see this work? You can see it demonstrated in Test 8 of the Send Better Email Testflow Screen flow.

Thanks!

[jcallahan526]

Thanks for the Quick Responses!
From what I understand the MessageId List allows you to populate with existing/known MessageIds.
However when a new email is created via Better Send we need the option to generate a new MessageId. With that said I am not sure what the formula/format is for generating the MessageId (it is not the same as the previous Thread_Id. I guess if I knew this I could populate it in the MessageId List

[jcallahan526]

@jdpond Sorry for the delinquent response. I have cloned the necessary components and modified the BetterSendEmail.cls Apex Class to include the setReferences() method where you can pass a Message Id. When you create an email via an SF Email Alert the system generates Message Id which is stamped in the Reference of the outgoing email. When there is a reply to this Alert generated email the Email-To-Case service will match the incoming email to the Case based on this Message Id. Unfortunately I cannot find anywhere online regarding the format of these Message Id's required for this default matching. However there is a workaround... If the Message Id on incoming email matches an Email Message record (02s Object) which is related to the Case then Email-To-Case will match it to a Case - the format does not matter the Message Id on the incoming just needs to match that of an Email Message. Below is a flow...

Attached is a screenshot of my Flow which will generate an email to the Case Contact when an Internal Users adds a Public Post (all Users) to a Case. The Flow will check if previous Email Messages exist against the Case and...

• If yes it will populate the Reference on the SendBetter email with the Message Id from the most recent Email Message
• If not it will create an Email Message record using a self generated Message Id and populate the Reference on the SendBetter email.

Happy to share this.

[alexed1]

Fixed in https://github.com/alexed1/LightningFlowComponents/pull/1188