> For the complete documentation index, see [llms.txt](https://docs.enate.net/whats-new/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.enate.net/whats-new/2024.1/2024.1-changes-overview/incoming-email-processing-logic-changes.md). # Incoming Email Processing - Logic Changes We have removed the email matching method of matching based on if the 'InReplyTo' field of the incoming email aligns with the Message-ID of a prior email as, following the implementation of our updated ‘in reply to’ logic in 2024.1 (where we look at both if the 'InReplyTo' field of the incoming email aligns with the Message-ID of a prior email AND if the AssociatedBecauseOf or AssociatedBecauseofPlus email address is still in the recipient fields (i.e. To or CC) of the incoming email), this method was leading to incorrect matches. We have also enabled our customers to switch off matching by work item reference in email subject or body as this was leading to incorrect matches and potential breaches of data under certain specific circumstances. Customers are now able to remove this method of matching via the new ‘**Match by reference in email subject or email body**’ setting which can be found in the System settings section of Builder. This means that email matching now follows this process: #### 1. In Reply To’ Logic The system will first try to find a match using the following logic: * If the 'InReplyTo' field of the incoming email aligns with the Message-ID of a prior email AND * if the AssociatedBecauseOf or AssociatedBecauseofPlus email addresses are still in the recipient fields (i.e. To or CC) of the incoming email #### 2. Plus Addressing If no match is found using the above logic, the system will then see if Plus Addressing has been configured in your system and if it has, the system will try and find a match using plus addressing. #### 3. Unique identifier in email body If no match can be found using Plus Addressing, the system will then try and find a match based on if it can find a unique identifier in email message body. If the incoming email has been sent as a response to an email which was sent out from Enate, it will likely contain a unique identifier tag as part of the email body text. #### 4. Work item reference in email subject or body If no match can be found using this unique identifier and your system has been set up to allow matching based on work item reference in email subject or body, the system will try this final matching method. Otherwise, the system will try and create a work item for the email based on email routing rules. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.enate.net/whats-new/2024.1/2024.1-changes-overview/incoming-email-processing-logic-changes.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.