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In short

Incoming replies are analyzed and then linked to an organization and account, which can take a short time. Search the inbox, including unclassified items, then compare the sender and thread. An unknown address or several possible accounts can prevent automatic matching.

Expected result

The reply is found in the right thread or identified as unclassified and ready for matching.

Before you start

Have the sender address, subject, and approximate send time ready.
Confirm that the reply was sent to the address used by the agent.

Procedure

Wait a few minutes after the customer sends, then refresh the inbox.
Search received and unclassified communications by sender or subject.
Open the expected thread and compare invoice references in the reply.
Check that the sender address belongs to a contact on the account.
If matching remains ambiguous, handle the created task or give support the correct account.

What Billabex does

Billabex tries to identify organization, account, and contact from address and content. Automatic replies and unknown senders follow separate handling to avoid adding a message to the wrong case.

If the result is not what you expected

An automatic reply may be classified as an absence rather than a business response.
When one email address is used on several accounts, matching may require clarification.
Provide an original email file only through the secure channel specified by support.