3663904 - How to Enable Multichannel To/Cc/Bcc Support for Inbound Emails in Service Cloud V2

• Inbound emails sent to multiple support channel addresses in the To, Cc, or Bcc fields only generate a single interaction and case or fail with an "Invalid Channel" error when using Bcc.
• You would like to understand the process of enabling the Multichannel To/Cc/Bcc Support for Inbound Emails in Service Cloud V2.

• SAP Service Cloud Version 2
• SAP Sales Cloud Version 2

1. Enable the "Multiple Channel Support in Inbound Emails" feature in the system. (Please open a case with support to enable it)
   2. End user sends an email to: customer.support@example.com, hr.support@example.com, finance.support@example.com
2. All addresses are either in To/Cc/Bcc.
   1. Only one case is created or a failure occurs for Bcc.
   2. After configuring the correct MIME header and enabling Bcc, three separate cases are created.
3. Go to the Email Inbound Monitoring, and notice the error "Invalid Channel".

• Consulting
• Configuration
• 3rd party

To support multiple channel addresses in To, Cc, or Bcc fields and ensure proper case creation per channel, follow these steps:

1. Understand Current vs Expected Behavior
   • Before Configuration:
     • A single email sent to support@example.com, finance@example.com, and hr@example.com results in:
     • Separate entries in inbound email monitoring
     • Only one interaction email and one case created (linked to the first valid channel)
     • Emails with Bcc addresses fail with Invalid Channel
   • After Configuration:
     • Each channel address in To, Cc, and optionally Bcc, generates:
       • Separate interaction emails
       • Separate cases linked to each channel
       • cc cases are created if the “Enable Bcc Inbound Emails” flag is enabled
2. Identify the Forwarding MIME Header.
       To identify which MIME header contains the auto-forwarding channel address:
   1. Send a test email with multiple support addresses in To/Cc/Bcc.
   2. Download the MIME of the received email.
   3. Look for headers, for example "Delivered-To" or "Resent-From".
      • These headers often indicate the channel to which the email was auto-forwarded.
      • For Bcc tests, ensure the channel address is only in Bcc to help isolate it.
3. Configure the MTA Settings
   1. Go to Settings > All Settings > Emails > MTA Configuration.
   2. Add the identified MIME header ("Resent-From" or "Delivered-To" without the quotes) inside the Auto Forward MIME Header.
   3. If the header contains extra characters after the channel address, specify a separator (e.g., <, : , ; ).
      • Required only when you have additional alphanumeric characters after the Channel address for example, Delivered-To: support@example.com ;XYZ...
      • Otherwise, set separator as None.
4. Enable Bcc Support (Optional, to handle Bcc addresses)
   1. Enable the flag "Enable Bcc Inbound Emails". This ensures Bcc addresses also generate interaction emails and cases.
   2. Optionally, enable "Add Bcc Channel Address to Bcc Recipient List" to include the Bcc address in the email display.
5. Test & Iterate
   • If email processing still fails:
     1. Re-examine the MIME header.
     2. Try an alternative MIME header (like X-Forwarded-For, Resent-From or Received, ) and repeat the configuration steps.

• SAP Help: Service Cloud V2 Email Configuration
• Configure Multiple Channel Support for Inbound Emails
• SAP Customer Influence Program (for new features)
• Service Cloud V2 Roadmap

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