Parse Message Step

Siebel Email Response uses the following features to process email:

Threading. Maintains an association with related messages that are sent between a customer and an organization.
Parsing. Analyzes an email message to look for predefined, structured fields that are typically used to process Web-form email messages.

The Parse Message step in the eMail Response - Process Message workflow provides both of these features.

By default, this step parses an email message for the [THREAD ID: text. When that text is found, the workflow copies all the characters before the right bracket (]). These characters are stored in the Thread ID process property. The eMail Response - Process Message workflow uses the thread ID in the following functionality:

In an agent’s Communications views, the thread ID enables all messages with the same thread ID to appear in the History view.
Messages that have a thread ID are treated as follow-up messages. Automatic responses are never sent in response to follow-up messages.

An example of message threading follows:

The customer sends a new incoming email message.
```
From: customer@example.com

To: customersupport@example.com

Subject: Help
Please help.
- Customer
```
Note: A thread ID does not appear at the end of the message.

The company sends a response to customer.

From: customersupport@example.com

To: customer@example.com

Subject: RE: Help
Attached is the answer to your question.
- Support
[THREAD ID:1234]

Note: A thread ID appears at the end of the response.

The customer replies to the response with a follow-up question.

From: customer@example.com

To: customersupport@example.com

Subject: RE: Help
I already tried that. Any other ideas?
- Customer
-----Original Message-----

From: customersupport@example.com

To: customer@example.com

Subject: RE: Help
Attached is the answer to your question.
- Support
[THREAD ID:1234]

Note: A thread ID appears at the end of the response.

In this example, each message is associated with the same thread ID (1234). The Parse Message step identifies messages as part of the same thread by looking for the text [THREAD ID:1234]. Each of these messages appears in the History view on the Communications screen.