From the interaction center, we are using mail forms with dynamic attributes, specifically the customer's original subject. However when we respond to the customer message, our system does not include the "RE:" as you would normally see with Outlook. Are there some additional settings that need to be configured to activate this functionality?
As a work-around we have added the plain text RE, followed by the dynamic attribute of the original subject to these mail forms. Normally this would work, but the challenge with this is that when IC agents and customers trade e-mails back and forth the subject begins to expand and look like...
RE: RE: RE: RE: <<original customer subject>>
Any thoughts on how to configure a logical system that only includes a single RE: would be greatly appreciated.
Thanks in advance,
Lars