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  I hope this is because CRM detecting token and considering it as a reply email.
  

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  Tuesday, April 15, 2014 7:34 AM

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  Even if the CRM is detecting token, at least the "Convert to Case" button should work.

  I noticed that some emails are working fine and others are not. I exported to excel to compare the values and everything is the same.

  Tuesday, April 15, 2014 8:15 AM
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  Ok, are you sure there is no custom business logic behind this ??

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  Tuesday, April 15, 2014 8:32 AM

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  Thanks for your reply.

  I have found out the issue. It seems that the solution was imported successfully but it was not reflected correctly. I have re-imported the solution and it is working.

  
  

  • Marked as answer by Joe Mouawad Tuesday, April 15, 2014 10:15 AM
  • Edited by Joe Mouawad Tuesday, April 15, 2014 10:15 AM

  Tuesday, April 15, 2014 10:14 AM