Reply to inbound emails

When a complaint is completed at stage 1, Liberty create sends an email response to the citizen. We have come across situations where the citizens have replied to this response email. Is it possible to reply back to this email sent by the citizen?

Thank you


We have two rules like this, one for completed processes, one for inbound emails that haven’t attached to case.

For completed processes we have a rule that is set up as:

Base Object = Messages
Trigger = Record Created (Constraint = Case Completed)
Response = Send Message (Message Completed auto response)

It sends an email to the customer saying this case is no longer being looked at, please start a general enquiry.

Hope the helps