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What address is used for the contact record if the From and Reply-to address of the incoming email are different?

Environment:

Oracle B2C Service, Incoming Emails, Contact Records

Issue:

A customer sends in an email which creates a contact record and an incident. The From and Reply-to address of the message are different.  In this scenario, we are unsure which address will be used in the contact record.

Resolution:

The product determines the email address to associate to the contact record based on precedence. The order of precedence is to "Reply-to", "From" and "Sender."

If there is a Reply-to address in the message, then this will be associated to the contact record and have precedence over the From and Sender. The intent is that if a contact sends a message and has intentionally configured the Reply-to address to be different than the From address, the contact would expect an email response to be sent to the Reply-to address rather than the From address.