Limitations on email discussions

The following limitations apply to email discussions. You initiate a discussion when you send an email to an email account that is associated with a case type.

  • Customers who do not have an operator ID in your application do not receive emails when a user posts a top-level message to Pulse in a case.

    Top-level messages are independent from comments and replies to an existing Pulse message.

  • Customers who have an operator ID in your application must set their notification preferences in an end user portal to enable instant notifications.

    Otherwise, they do not receive emails when a user posts a comment, message, or reply to Pulse in a case.