Scenario:

An internal user (employee within Acumatica) receives an email from the Acumatica system email with an external email address. The internal user (employee) removes the external email addresses and replies to the system email. If the “Route Employee Emails” is enabled and Acumatica has the employee’s emails, the system (RouterEmailProcessor) will route the email to the external email address.

Problem:

Internal communications can get exposed to external users without the knowledge of the employee who replied to the email. 

Solution:

Turn off Route Employee Emails on System Email Accounts (SM204002)

Final Thoughts:

I don't know if this is a feature or a bug, but I would think it is bad practice to have the system take action that the user (employee email responder) did not intend. This has caused issues with customers who received responses that the employee believed to be internal communication.

Is anyone else experiencing this? Please share if you have any best practices for handling Acumatica emails.