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In Freeform Mode, Dovetail Email Agent will scan the contents of an incoming email for a particular and configurable set of words that will identify this email as a reply to an existing case in the Clarify™ system. If these words are found, Dovetail Email Agent will log this email as notes against that case or subcase. Otherwise, it will create a new case using the email text as log notes. It will optionally create a contact based on the "FROM:" email address if one does not already exist.
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