Preventing Email Loops

How can I prevent email loops with Email to Case Premium? For example, when a customer is using an auto-reply or out of office responder that does not include the original subject with the unique case thread ID, an endless email loop can be created.

  • Sep 3, 2025
  • Knowledge

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https://kb.vicasso.com/?kb=000004823
Details

Email to Case Premium includes Email Loop Prevention by default. When Email to Case Premium creates a new case, it checks to see if a case with a similar subject and sender (using the Web Email/SuppliedEmail field) was created within the last X minutes. If yes, [Email Loop Protection] is pre-pended to the subject of the case. You can configure X (minutes) on the Inbound Configuration. By default, 5 minutes is used. 

If you are using Flows/Email Alerts to acknowledge new cases from customers, you can add criteria to your workflow rule that prevents it from running if the case subject contains [Email Loop Protection]:

AND(CONTAINS(SuppliedEmail,'@'),NOT(CONTAINS(Subject,'[Email Loop Protection]')))
 


Email Loop Flow.jpg

Similarly, if you are using Auto-Response rules, you can add an exclusion when the case subject contains [Email Loop Protection].

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Note: This knowledge article is provided as-is. Help with local automation, such as Flows and Assignment Rules are outside the scope of Vicasso Support. Please refer to this link for more information.

Note for Process Builder: SuppliedEmail is referenced as Email Address in Process Builder

Title
Preventing Email Loops
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Preventing-Email-Loops