Email chains, conversation ID and message IDs

[Crispybits7777]

Hi all

I have a flow as part of a helpdesk/ticket system that's working exactly as designed. When an email arrives it checks for the conversation ID in a SP list (populated from previous emails received). If the conversation ID doesn't exist yet it creates a new ticket and populates the details accordingly. If the conversation ID does exist it deletes all but the latest email in the chain and stores that as an update on the ticket. The message ID of the messages is also stored in both cases, and it splits the email using the divider between emails from the HTML text ( <div id="divRplyFwdMsg" dir="ltr"> )

We've recently had a situation where an email was sent in, and we dealt with it as any other ticket and sent a reply. The original person then forwarded it to another person, who replied to them with some important information, and they then sent the email back to our team for further processing. Our team couldn't see this important information from the third person without going out of the system and searching in the emails directly because it wasn't in the latest email in the chain, so it got removed.

I've been trying to figure out a way of keeping those in between messages in the conversation history in the ticket without just removing the part of my flow that removes all but the latest message text. The only way I can possibly think to do it would be to do a replace <$old message text> with <$nothing> in <$new message text> on the HTML in the email but I'd have to loop that for every single logged email in our system under that conversation ID. Also sometimes people delete a section of previous emails where information is either sensitive or not relevant so the find/replace option wouldn't be able to catch that and could make things even messier.

Is there a more elegant way of achieving this using message IDs, etc (as in can Power Automate look back through the "history" of an email using the message IDs so I can pull out all the message IDs that don't exist on our SP lists yet and add each of them individually)? I've had a google around and a play and I can't find anything obvious but I'm no power automate expert and I wouldn't be surprised if one of you wizzy folks told me "yeah that's really simple"...