the business would like to be able to respond to the very first message/e-mail contained within a case, without having to manually delete all the subsequent correspondence.
I'm wondering if this is possible out of the box.
I know the workaround to exclude all email history creating a case-specific quick action and set a predefined value for "HTML Body" as a blank string. But that would also exclude the first message which i would like to contain.
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Hi Jérôme,
The text of the initial email message for an incoming Case is put into the 'Description' field of the Case and the subject of that email is put into the 'Subject' field.
Why don't you create an email template with those merge fields as the subject and body of the email like below:
Then the users can simply select that email template and write their reply above the template. Maybe that's an option!
