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eMail Response - Send Acknowledgement Workflow

When organizations receive messages, they want to acknowledge the customer's message and tell the customer that they are working on the issue. Siebel Workflow calls the eMail Response - Send Acknowledgement workflow when an auto-response message is not sent. An auto-response message is not sent if an organization does not want to use auto-response or the message is a follow-up.

Figure 9 illustrates this workflow.

Figure 9. eMail Response - Send Acknowledgement Workflow

Workflow Description. This workflow performs the following actions:

1. Is Loop Candidate? This step determines if an acknowledgement email message is already sent.
2. Append Thread Id. If an acknowledgement email message is not already sent, then this step calls the Append Thread Id workflow to determine the thread ID of the original email message.
3. Append Original Message. This step appends the original message to the acknowledgement email message.
4. Send Acknowledgement. This step sends the customer the acknowledgement email message stating that the organization received the customer's message. After the acknowledgement message is sent, the inbound message is routed to an agent for further review.