Hi,

Carlos also only seems to get his answers from an AI - and apparently from a bad one.

The configuration of Office 365 in combination with the use of mail servers in Odoo is a complex topic - Odoo itself once wrote documentation on this (https://www.odoo.com/documentation/18.0/applications/general/email_communication/azure_oauth.html). To begin with, make sure that you have configured everything in the same or at least a similar way as described in this article.

Regarding your question: yes, Odoo uses a message-id if there is already a corresponding data record in the system to assign the responses - this article may help you to understand further options such as Mailaliase and their use for data records that are not yet known (https://www.odoo.com/documentation/18.0/applications/general/email_communication/email_servers_inbound.html)

You said that the replies currently all end up in the Catchall mailbox - and that is correct! The replies received are normally loaded from the catchall mailbox into the Odoo system by the connected configuration of the incoming mail server in Odoo and set to read in your catchall mailbox. If Odoo finds a corresponding data record via the message-id, the reply is assigned to the specific data record.

All followers of the data set (i.e. at least the creator + x other users) also receive a notification in their own mailbox after the message has been successfully assigned via a subtype (a copy of the incoming message is sent to all followers via the outgoing mail server, so to speak) (https://www.odoo.com/forum/help-1/what-is-the-purpose-of-subtypes-in-odoo-225076)

You could check the following points:

- are the replies received in your catchall mailbox picked up by the Odoo system and set to read in the mailbox? If not, then your configuration is not yet correct

- Is the imported message documented on the correct data record in the Odoo system in the chatter? If not, is a new data record created or none at all?

- if the reply is documented in Chatter, do the followers receive a notification in their own mailbox? If not, could the user-specific settings be set to “handle message in Odoo”?

Many questions and points to consider - I hope I was able to provide you with some help and pointers for further research.

Regards,

Chris Dominiak (Intero Technologies GmbH)