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When I reply an e-mail using the Shared Inbox a new card is created

  • 9 July 2023
  • 3 replies
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Userlevel 3
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Hello all !

I have a problem with the shared Inbox feature that I want to share with you.

When one of my agents answer a client a new card is create.

 

For example:
client 1 → pipe email 1 received  → card A is created

agent answer pipe email 1 → card B is created

 

The expected was:

agent answer pipe email 1 → the answer keeps below card A

 

And the reason I think this happens as you can see in the below image is when I answer an email the pipe e-mail address is on copy and triggers the creation of a new card.

 

 

Any help there?

 

For me, it doesn´t make any sense to put the destination e-mail (pipe's email) in copy on a reply.

 

Thank you!

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Best answer by marcosmelo 10 July 2023, 20:29

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Userlevel 7
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Hi @Paulo Rodrigues 
check if there is an automation that creates a card when an email is answered
See this article
https://help.pipefy.com/en/articles/614649-create-new-cards-from-received-emails

Userlevel 3
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​ Hi @marcosmelo , yes I know that automation but it isn't the problem.

 

My point is:

How to not create a new card when reply to an e-mail of another card using the shared inbox feature?

 

Do you see?

Userlevel 7
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Hi @Paulo Rodrigues 
I have no idea. I suggest you talk to support

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