Email to Case Premium (E2CP) provides 2 methods for ensuring clean case comments are inserted, vs. the entire email thread, up to 4,000 characters.

1. ​The Top/Bottom Marker approach is most precise, but is less commonly used because it requires somewhat more customer effort, and are often ignored.
2. The Delimiter approach is most commonly used and works on the premise that a predictable string of characters will separate the new response from the historical email thread.

• Top MarkerYou can change the format of these markers, but be sure to update your email template(s) to match precisely. Your email templates already contain the Top Marker.
• If you do not want to use this feature, remove the line of text from your email template, but leave it here. Do not clear this field.
• Default value: “[===> Please enter your reply below this line <===]”
• Bottom MarkerYou can change the format of these markers, but be sure to update your email template(s) to match precisely. Your email templates already contain the Bottom Marker.
• If you do not want to use this feature, remove the line of text from your email template, but leave it here. Do not clear this field.
• Default value: “[===> Please enter your reply above this line <===]”
• Email DelimitersThese strings identify the start of the original message on an inbound email.
• All of the text above the first delimiter encountered is treated as the new message and inserted into a new Case Comment.
• If text is found between the top and bottom markers, that text is used exclusively and the delimiters are not used. If a top marker is present in a message without a corresponding bottom marker, the text below the top marker to the end of the message is used.
• Default value: “----- Original Message ----,-----Original Message-----,Wrote:,From:,writes:,wrote:,------ This is a copy of the original message, including all headers. ------”
  • If supporting languages other than English, insert those delimiters in this field. 
  • We have tested the inclusion of Spanish, French, and Japanese. All languages should work in this field. 
  • Email Delimiters are intentionally ignored for the case creating email, allowing for the full email thread to be inserted into the first case comment.
  • Please email e2cpremium@vicasso.com if a chosen delimiter or language does not work as expected.