eMail Response - Update Activity from BCC Message

The eMail Response - Update Activity from BCC Message workflow parses emails sent to a BCC address with a specific Thread ID and updates the activity record originally created with the final Subject, Body, To, and CC lines. It also creates activity attachments for email attachments. Additionally, the workflow changes the Status of the activity to Done.

This workflow is applicable only when an external email client is being used with Siebel Open UI. When sending an email using an external email client without this workflow activated, Siebel Open UI does not track the recipients, body text and attachments of the email, nor does it monitor whether or not the email was sent.

The eMail Response - Update Activity from BCC Message workflow examines emails sent to a defined BCC address. When an email is received by the defined BCC address, emails sent via an external email client are recorded in the Siebel database. For more information about defining the BCC email address for this purpose, see Defining the BCC Email Address.

The following are known limitations of the workflow:

• If the user never sends the email, a notification will not be sent, resulting in the original activity having a Status of Queued indefinitely.

• Siebel Open UI does not capture the recipients on the BCC list.

This workflow is called when your organization receives a email message with a specific email address in the BCC field. The following figure illustrates this workflow.

This workflow performs the following actions:

1. It first identifies whether an inbound email message is junk email or not.

2. For valid inbound messages, it retrieves the Thread ID to get the activity information.

3. Next it validates the sender’s email addresses, activity type, and status, and starts to parse out the message.

4. It then updates the Activity information, changes the status to Done, and associates the Employee with Activity.