We use Yesware to track customer emails, and we were trying to incorporate some CTAs for CSMs based on whether or not the customer had replied to a JO email coming from the CSM. So, for our specific use case: Customer responds as a detractor to NPS survey. We sent a follow up email from JO from the CSM asking to set up a call to discuss further. We then engineered the rule to create the CTA to look for a Reply in SF (from Yesware). It appears that if the email doesn’t originate from Yesware, this doesn’t happen, so we can’t seem to figure out a way to know if the customer responded to that email.
Anyone have any suggestions or ideas to capture that email reply?