In general, the order of a rule’s actions is unimportant. The exceptions are the Append Thread actions. These incident rule actions depend on order because the appended information is added to the outgoing email response in the same order that the rule’s actions occur in the rule.
The following Append Thread to Response actions are added in whatever order you specify in the rule’s actions so that you can effectively format the outgoing email response.
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The Append Response Template to Notes Fields does not impact the formatting of email responses because notes do not appear in the customer response. |
