I have created a group email account and any inbound email to that account is correctly associated with the correct contact but the contact field is not being filled in. I assume the association is being made using the email address as the identifier not contact id.
I am not sure the issue I am having is due to this cause but could be. Essentially, I have created an auto response to inbound emails to this account. I also have a separate email template associated with a workflow item. When the workflow sends an email from the template, which is associated with the contact, I expect that some folks will reply to that email which will be sent to the group email account.
what I want happen is for the auto response to fill in the contact name in the template, but that is not happening. This is where I had assumed it might have something to do with the inbound email not being associated with the contact so that the auto response would know what to fill in.
Please advise on how I could fix this.
Thanks
Joe