Email case capture creating duplicate cases when replying to the email messages

AI generated answer (using internal Slack threads):

Based on the conversations, it seems that the issue of duplicate cases being created when replying to email messages in NetSuite's Email Case Capture feature can occur due to multiple reasons. One possible reason could be the inclusion of the case email in the reply list. When a support representative replies to a case and includes the original case email in the reply list, it can result in the creation of a new case when the customer replies. A workaround for this issue could be to manually remove the case email from the reply list when replying to a case, whether from an email client or from within NetSuite. Another potential issue could be related to the forwarding of emails from a generic email account to the unique case capture email. If the 'Reply To' field contains a string that prevents the email from being forwarded, it could result in the creation of a new case. This issue might be specific to certain email providers and may require further investigation. Lastly, if the entity record associated with a support case has a blank email field, the case email might be copied into the entity record's email field, potentially leading to the creation of duplicate cases. It's not clear from the conversations whether there's a way to prevent this behavior. ****** Disclaimer: This response was generated by an artificial intelligence assistant based on previous conversations from multiple Slack channels, and may contain inaccuracies or mistakes. ******

The Celigo bot said what I would have. If people reply all or somehow include the support email, it spins off another case