Does an attachment from a customer (without a written response) count as a reply? I have an automation that should update the status based on customer reply, but if they don't write anything and include an attachment...should that count as a reply?
In this case, my automation was not triggered, presumably because the customer did not write anything. I feel that it should have triggered, but I'm more interested in the expected behavior.
Hi @Chris
This is what I did:
^ Is that what you're doing? Because when I did it, the automation rule still triggered.
If it's not the same steps to reproduce, can you provide these? If it is, can you provide us more details about the automation rule?
Ste
That's basically it. I'm seeing it fail sometimes and succeed others. In this situation, it's a legacy automation, so there's not much information in the log beyond success or failure. It's disappointing that the documentation doesn't make a note of the expected behavior in this case.
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Hi @Chris
Legacy automation doesn't get much support, could you move it to the new Automation option, and see if that helps?
Ste
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