KBI 311043 Answering Event By Replying Email Not Working If Plain Text Format Is Not Used


Argent Advanced Technology all versions


Wednesday, 6 Aug 2014


Argent Console can be configured to answer Event by reading incoming email through MAPI or POP3

Customer may notice the incoming messages are processed as they appear then disappear from the OUTLOOK inbox, but the Events are not answered or resolved properly

This is caused by the incorrect format of replying email message

When customer composes the reply email message, it can be one of following format:

  • Plain Text
  • HTML
  • Rich Text

The auto answering works only for plain text format

Technical Background

When HTML or Rich Text format is used, the actual message body read by Argent Console Engine no longer contains the valid keywords


Make sure replying email message using PLAIN TEXT format