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Shared Mailbox - How to separate ongoing conversations from new enquiries

Apologies in advance โ€“ English is not my first language. I hope this all makes sense. ๐Ÿ˜Š

We have 4 teams that are sharing one mailbox โ€“ letโ€™s call it InfoSec@ mailbox. The teams are:
<Policy Team>
<Incident Team>
<Project Team>
<Business Engagement team>

We receive around 30-40 emails daily with different enquiries from users/other departments. All emails end up in the Inbox folder, and the biggest problem is that I have to go through all emails to find out which email is actually addressed to my team. โ€“ i.e. general questions like: โ€œHi, where can I find encryption policy?โ€ should be answered by the Policy Team, not Project Team)

The plan is that every team will have their own subfolder in the InfoSec@ mailbox and all enquiries will be automatically assigned to the right team (email will be moved to the right team subfolder).
My idea was to use โ€œsend email with optionโ€ so whenever a new email is sent to InfoSec@, MS Flow will reply back asking a user to specify to which team this email should be assigned to. i.e.

Thank you for your inquiryโ€ฆ blah blah blah blah โ€ฆspecify to which team this email should be assigned:
(Four buttons) <Policy Team>  <Incident Team>  <Project Team>  <Business Engagement team>

This was relatively easy to build but there is a small problem with this solution:

1) Letโ€™s say user sent the following email to InfoSec@: โ€œHi, where I can find a password policy?โ€.
Next, MS Flow will automatically send a message asking to which team this message should be assigned to.
2) User choose: Policy Team
3) Email from a user is moved from the Inbox folder to the Policy Team folder.
4) Someone from Policy Team replied back from the InfoSec@ shared mailbox saying: Here is a link to the policy, let us know if you need anything else.โ€
5) Next, the user replied back: โ€œThank, also can you tell me where to find XYZ policy?

The issue is that my Flow does not recognise that second message is a part of an ongoing conversation between the Policy Team and a user so instead of moving the second email (re XYZ policy) automatically to the โ€œPolicy Teamโ€ subfolder, Flow will ask the user again where to assigned this email.  This is not a practical solution and will definitely annoy users.

I was thinking about โ€œtaggingโ€ emails by changing email Subject or email Body by adding i.e. adding *PT once the email has been allocated to the Policy Team (*PT for Policy Team, *IT for Incident Team, *PT for Project Team etc.) and then add additional function on the top of my Flow that will check if Subject/Body of incoming emails contain one of the tags so by doing this I can segregate new inquiries from on-going conversations.
As far as I know, it is not possible to change a Subject or Body of the emailโ€ฆ


Is anybody trying to achieve something similar? Maybe someone can offer an alternative solution?
By the way โ€“ creating four separate mailboxes is not an option here. ๐Ÿ˜Š

Super User III
Super User III

@PeterK Can you store Conversation id plus Team assigned in an external database, so everytime you receive a new email you check there if conversation id was already registered (i.e. a Team has already been assigned) or not (i.e. you shall ask for Team Assignment)?
Hope this helps

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By Conversation id you meant Messageid?

I was thinking about tracking message id but as far as I know, it changes whenever you do something with the email (i.e. move to a different folder, reply to email etc.). Also, I don't want to build an external database - this sounds like a big project that I would have to invest a lot of time to build this. Also, this would be difficult to build as I'm working in a corporate environment and projects like this needs to go through the long and complex approval process. 


I mean this. Haven't tested myself, not sure if it correlates all messages in the thread


Hope this helps

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