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Updated FAQ (markdown)

FreeScout 2024-07-05 08:25:42 +03:00
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FAQ.md

@ -77,6 +77,8 @@ Support agent just need to add a `@fwd` text to the very beginning of the email
FreeScout will grab customer's email from the email body (first email found in the body) and create a conversation on behalf of this customer. This won't happen if the email is forwarded to more than one recipient. No auto-reply is being sent when new conversation is created from forwarded customer's email.
The email should be a proper forwarded email. It should have `In-Reply-To` header set and have subject starting with "FWD:", "FW:" or "F:".
FreeScout searches for the first email address it can find in the email body to use as a customer email address. If no email address is found FreeScout, creates a conversation as usually using sender (from "From:" header) as a customer. If support agent forwarding an email to FreeScout has an email address mentioned in his/her signature, this email address will be used as a customer email address for the new ticket. See an example marked with red on the image below.
![2023-02-23_17-31-43](https://user-images.githubusercontent.com/40499291/220936798-14f05bcb-21eb-4300-83fb-8991b6d85e60.png)