Email Meta Data
This Email Meta Data is used to build the and to help monitoring the Capture Channel behavior. This data it is also used to identify duplicated email/cases based on for example same subject+same sender.
The default CustomerJourney rule to insert data to this object is CUST_AER_StoreEmailMetaData.
Steps to Open a Record
- On the top right, navigate to → ServiceJourney
- On the left, navigate to → Case Management → Admin Tools → Email Meta Data Report
- Click on the gear icon next to the record you want to open and select Quick Modify or double-click on the line.
- Fill out the fields as needed, explanation of the settings are below
Email Meta Data Properties
This is currently not in use.
Could be used in the future as not always a case is created for every incoming email.
|Capture_API_Code||Email Capture Channel Code||SJ_DEVELOPMENT.TENANT99_ROOT_SERVICE_JOURNEY_DEFAULT_CAPTURE|
Header Message ID (RFC Message-ID) provides a unique message identifier that refers to a particular version of a particular message.
Extracted from Message-ID: <18D6024E6028AAC731E8EB598779E529B21BF368@DEC21>
Email Thread ID (RFC In-Reply-To) is used when creating a reply to a message.
Extracted from In-Reply-To: <d490c01c-67ee-4f3e-9d85-b10945108157@DEC21>
Subject of the email.
Extracted from Subject: SJ TEST
MD5 hash number of the HTML body of the email (from <body> ... </body>)
|Body_MD5||MD5 hash number of the plain body of the email.||A591CE70E81F2C95F462270A97F9021DEC|
|Receiver||Email address(es) of the email receiver(s) (TO field)||email@example.com;firstname.lastname@example.org|
|Workitem_ID||AppBase Workitem ID assigned during the Email Indexing phase.||999|
|Sender||Email address of the email sender (FROM field)||email@example.com|
|Date_Received||System UTC Date when the email meta-data was saved.|