Hey, I have a rather long question around email communication:



siemplify has kind of a weak side when it comes to communication that leaves the tool.

For example, if I need to send out an email to clarify something, the possible variants could be




There are A LOT of things that could go wrong with either of them, such as





Currently there are individual "solutions" for some of these problems, but they are all very problem-focussed (e.g. "send email and wait for reply from all recipients" is a dedicated option in the action).


In addition, playbook actions have a quite short timeout value, i.e. it's not really possible to wait for multiple days for a reply.








In a scenario where we need email communication right now, we know that we'll wait for at least 1 reply email, but multiple emails
may
likely be received and all of them should be merged into the case.





I'm thus wondering if an
email collector together with alert grouping
would be a solution (given the requirement that the alert falls into the timeframe allowed for the grouping).


Whenever a reply comes into the mailbox, the collector fetches it, extracts information such as the sender and a unique string (e.g. from the subject), and creates an alert with these properties.


Siemplify groups these alerts into the existing case.


A playbook could be added that e.g. posts the email as an insight, or that assigns the case to a certain role.





Question is: Would it work this way? With all that exists today - can we configure Siemplify in a way that achieves the above?


Or doesn't this make sense at all or is impossible, which would leave us with the only option of creating a job that fetches emails, identifies the case they belong to, and performs additional actions such as posting to case wall and role assignment?