Inbound Emails with Reply-To header

[Jared_Betteridge]

We are working on an integration that is like a contact support web form. An end-user can fill out this form including their e-mail. Then our integration sends an email to an ACD email address. We need to use the "Reply-To" email header for the end-user email instead of the "From" in order to avoid SPF and DKIM failures. We set the "From" to be a common generic email address.

However, the "Locate and verify profile" feature of the PureCloud UI uses this generic "From" email address instead of the end-user's email from the "Reply-To" email header and so it doesn't correctly pull up an associated profile for the end-user. If an agent clicks to respond to the conversation it does correctly bring up the Reply-To address for the destination at least.

Is there a way around this to make sure the correct end-user profile is used? Or perhaps is there another way to create email based conversations using the API besides inbound email?

Thanks!!

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Jared

[tim.smith]

You can't create inbound ACD emails using the PureCloud API; they have to be pulled from an inbox. I'd suggest posting about this on the PureCloud Community Forum or opening a case with PureCloud Care since this is more of a question about configuring PureCloud and the OOTB product.

[Jared_Betteridge]

Thank you for the information!