Trigger with forwarded email - blank message

💬 Agents
1

Hi - I'm trying to trigger an agent by forwarding an email I've received to the agent. I want it to take some action based on emails that I've received. The problem is that the agent is not seeing the email content I'm trying to forward. It seems like the only content it can see is the "blank" email that is created when forwarding (only contents being my email signature), and not the actual forwarded content. Interestingly, if I delete the email signature and the divider line that Outlook creates to separate my "blank" message from the forwarded content, the Agent can see the forwarded content clearly.

I have this line in my config which I thought would allow the agent to see the whole history when I forward:
2. The agent may also receive prior messages in the chain.

Any help?

3

Hey there @JaredStufft,

As per this post, the agent is receiving the below:

From: {emailData.from}
Cc: {emailData.Cc} (if present)
To: {other recipients} (if present, excluding the agent email)
Subject: {emailData.subject}
Message-Id: {emailData['Message-Id']}

{emailData['stripped-text']}

Specifically, stripped-text means:

  • HTML tags removed: Any HTML formatting is stripped away.
  • Quoted replies removed: Older replies, signatures, or quoted text (like “On Tue, John wrote:”) may be removed to focus on the new message content.
  • Attachments omitted: The text of the email, not including any binary content or file attachments.
  • Inline images stripped: Any base64-encoded or inline images are usually removed or represented by placeholders.

So I think, as for now, you can work with the workaround you mentioned, or with an oauth connection to the users's email and use the email id to pull the full thread and pass it as context to the Agent.

This is all new, so not being 100% confident I'd like to ask @Tess to confirm the above.

4

Thanks, I understand what you're saying. I am wondering about this line in the instructions then:

"2. The agent may also receive prior messages in the chain."

To me this would imply that the previous messages would be available to the agent, not just the most recent one. This instruction was created by Retool, not by me, when the email trigger was added. Am I misunderstanding the purpose of this line?

5

That's a great call out, and I'll leave the Retool team chip into this. The way I would interpret it is that even though the system is set up to strip the email from previous email threads, it may not always work and as such it may receive prior messages. But this is only conjecture.