Hi,
we are using Email-to-Case (with ThreadID linking enabled). When Case arrives we want auto-reply to be sent ('thanks for your case etc.') WITH ThreadID so that if customer responses it will be linked to this case.
We've tested Workflow Email Alert and Case Auto-Response Rules - none of them allows us to add Case.ThreadID in Email Template. They fire automatically however no ThreadID is populated.
Has someone already implemented any solution and could give a hint here?
If you want to include the new Lightening thread id as part of the subject or body, you can use getFormattedThreadingToken(recordId) to retrieve the value.
If you need/want this to be a part of the header instead, you can use cases.generateThreadingMessageId(recordId) and set the reference on the email send.
In both cases, the standard email alert will not work. You will need to put together a custom email send.
