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Handling of Multiple – Channel E-mail addresses in the TO or CC field

In this blog we will be talking about how an admin user can configure the SAP Service Cloud to handle multiple email channels present in the TO or CC address. But before we move forward let’s understand the concept of email flow and channels.

Here an email channel is the email ID exposed to customers for communicating with the company. This is the email ID where we write to in case we need some information or support. 

For more information on email channels kindly refer to the following blog – https://blogs.sap.com/2016/06/14/sap-hybris-cloud-for-service-email-channels/

In the above diagram we can see a typical data flow of email from customers device to SAP Service Cloud via organisations dedicated mail server. Suppose Jhon needs a specific information about a product and hence decides to write an email to help@xxx-company.com. Now this email is received at the SAP mail server dedicated to the address (help@xxx-company.com). It is this mail server which then automatically forwards the email to SAP Service Cloud which is then converted to a ticket.

For the above email, the following ticket is created in the system.


 

It is also possible that Jhon decides to write the email for product information to support@xxx-company.com as well as help@xxx-company.com as he is unsure of the proper email address.

In this case the dedicated mail servers (help@xxx-company.com & support@xxx-company.com) send the email to SAP Service Cloud.

For the above email, following tickets are created with same email channel.

So when an agent replies to these emails the from address is set to help@xxx-company.com for both the tickets, which is the first email channel in the TO address. 

SAP Service Cloud has released a feature in which the customer can handle multiple channel in the TO address. Previously, two tickets used to be created with the same email channel ID. With the current enhancement, two separate tickets can be created for the different channels. However, to make use of this feature customer needs to adapt the email MIME being forwarded to SAP Service Cloud.

Procedure to use this feature:

Adaptation Required:

The email MIME can be enhanced with custom headers to default the mail box from which the email is being forwarded to SAP Service Cloud or they can use the ‘envelope-from’ attribute in the received from header.

Enabling the feature in SAP Service Cloud

To enable the feature to handle multiple email channel in the TO address, following steps need to be carried out by the admin user.

  1. Go to Administration ~> Service & Social WC View.
  2. Open Ticket Configuration under Tickets.
  3. Look for Email Channel Configuration form
  4. Enable Handle multiple email channel in TO address (switch on the button)
  5. On turning on the feature, detail section opens up containing the mime-header from which the application will read the value of the email channel. By default this value is set to the attribute ‘envelope-from’ of the received from header.
  6. To change this value click on the edit button and enter the custom header value. Once the default value (envelope-from) is changed, application will read from the custom header in the mime, the name that will be maintained here.

    Note: In case of using custom header, MIME should be adapted to only pass the email channel in the custom  header. (e.g. – X-Custom_Header: email.channel@domain.com )

Once this feature is enabled and adjustments are done in the corresponding mail servers, if an email is sent to multiple email channels in the TO/CC address for every channel a ticket will be created in the SAP Service Cloud with the channel set to the corresponding channel in the custom header or the envelope-from.

One more thing to be noted here is that when this feature is active, when an agent replies to such a ticket interaction, all channels will be removed from the TO?CC address so that the outbound email is not threaded back as an inbound email interaction to the same ticket. Also an information message is displayed on the UI stating the same.

Limitation:

  • Channel address maintained in custom header but not in TO/CC. In this case, email activity is created with blocking reason code and will be available in Unassociated email list.
  • Channel address in custom header and also present in TO/CC, but not a valid channel. In this case, activity created with first channel in TO address field.
  • Channel address present in custom header and is only present in BCC, then the email will land in unassociated email list (if BBC is allowed for B2B scenario is scoped).

Blocking Reason: Inconsistent channel address in custom/envelope-from header in mime

2 Comments
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  • Hello Tamit, I read your blogs, they are very informative, appreciate it.

    I have one fundamental question on this Multi Channel set up, hope to get some insight from you.

    1. Without Multi Channel set up

    when a customer sends an email to my company, then it will be routed from my company Internal network and forwarded to C4C, now when that Email is auto converted into ticket, then channel ID is assigned to it, my question is how does C4C know which channel ID to be assigned.

    meaning from which field on mime-header does C4C read Channel ID information, is it “envelope-from” or something else? I want to understand how does Channel ID identified.

    2) with Multi Channel Set up No Mime-header added

    lets assume in the Multi channel config we DO NOT add any Mime-header ID, that means by default system picks up channel ID from “envelop-from” correct (at least that’s what config says)?, so my question here is , is this behavior same as point 1 above?

     

    3) with Multi Channel Set up Mime-header ID added (lets say some custom field ID on  mime header is added to Multi channel config)

    now in this case my company network is passing some custom field on mime header, and the same is maintained on C4C Ticket Configuration filed settings “Mime-Header”,

    now from all incoming Emails to C4C, does system read channel ID from this custom field or it only reads from custom field if that Email has multiple recipient Email addresses in it set up for that Tenant? how does this work?

    Thanks

    chandu

    • Hello Chandrashekar Pamukuntla

      Answer 1:

      In case the multi channel feature is turned off, then the ticket is created via the normal flow. That is, the application will check for a channel in the TO address list of the incoming email and will create a ticket with the same. P.s. this is the first valid channel found in the TO address list.

      Now consider the following scenario, in case an email is addressed to two channels, then two tickets can be created with the same channel, i.e., the first channel encountered in the TO address list.

      Answer 2:

      If multi channel feature is enabled in the system, the application is programmed to read from the envelope-from attribute of the received header. Also, the application checks for this envelope-from value to be a valid channel and along with it should be a part of the TO address list as well.

      Now there are two parts to it.

      a. Generally the envelope-from value is the senders email address. In this case, the value will not be a part of the TO address list of the email. Hence, the email will land in the unassociated email list.

      b. If the envelope-from value is altered with the channel value before sending to the SAP Service Cloud. Assuming that the value is present in the TO address list as well (application will check the TO address list for the value), the ticket will be created with the channel in the envelope-from attribute.

      Answer 3:

      In case of using custom MIME header, the logic is same as the above. The application reads the value of the custom header of the MIME which is maintained in the configuration. It will then validate against two things.

      a. the value is a valid channel in the system

      b. the value is also present in the TO address list of the email. P.s. – this can be along with the other channels in the list.

       

      Also, in case the value is maintained in custom header of MIME/envelope-from and is not a valid channel but is present in the TO address list of the inbound email, then application takes the first valid channel in the TO address list of the inbound email and creates ticket with it. And in case the value maintained in the Custom MIME header/envelope-from but is not maintained in the TO address list, then the email will land in the unassociated email list.

      Hope, I am able to clear your query. Let me know if you have further concerns.