SAP Knowledge Base Article - Public

3774771 - Last Customer Interaction On not updated after email reply to Case created with Default Account

Symptom

  • A Case is created through Email-to-Case from an unknown sender.
  • The Case is automatically assigned to a Default Account.
  • An agent sends an email from the Case.
  • The original sender replies and the reply is successfully associated with the Case.
  • The Last Customer Interaction On field is not updated after the reply is received.
  • The email interaction is visible in the Case timeline, but the customer interaction timestamp remains unchanged.

Environment

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

Reproducing the Issue

  1. Send an email from an unknown sender to a configured Email-to-Case channel.
  2. Verify that a Case is created with the Default Account.
  3. Open the Case.
  4. Send an email response from the Case.
  5. Reply to the email using the original sender address.
  6. Verify that the reply is attached to the Case.
  7. Observe that the Last Customer Interaction On field is not updated.

Cause

The Last Customer Interaction On field is updated according to the system logic that determines whether an inbound email is considered customer-initiated or agent-initiated.

Not every inbound email is classified as a customer interaction. The update of the time point depends on the sender's relationship to the employee parties maintained in the system and on the Case.

Therefore, an inbound email may be linked successfully to a Case without updating the Last Customer Interaction On field.

Resolution

This behavior is expected.

  • The Last Customer Interaction On time point is determined as follows:
    • Email-to-Case Creation
      • When a new Case is created through Email-to-Case, the Last Customer Interaction On field is populated.
    • Subsequent Inbound Emails
      • For inbound emails received after Case creation:
        1. If the sender is not part of the configured Incoming Email Employee Parties, the email is treated as customer-initiated and the Last Customer Interaction On field is updated.
        2. If the sender is part of the Incoming Email Employee Parties, the system checks whether the sender also exists in the Case as an employee party.
        3. If the sender exists in the Case with a party role category of EMPLOYEE, the email is treated as a customer interaction and the Last Customer Interaction On field is updated.
        4. Otherwise, the email is treated as an agent interaction and the Last Customer Interaction On field is not updated.
      • This logic is designed to distinguish customer communications from internal or agent-generated communications and to ensure that the Last Customer Interaction On value reflects only customer-related interactions as determined by the system.

See Also

Keywords

last customer interaction on, email-to-case, default account, unknown sender, time point, timestamp not updating, inbound email, customer-initiated, agent-initiated, employee parties, case parties, email channel, service cloud case management , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Known Error

Product

SAP Service Cloud Version 2 all versions