move bcc to cc for a group or add a recipient to group messages

[jasongordon]

Hi we are a Google Workspace subscriber and we use a google group for customer service.  We are all trained to reply all when a message comes in and someone handles it, the reply goes to the customer and the group alias so everyone else sees the reply and knows it was handled.  However when a customer BCCs our alias, the group alias is left out when replying all.  I was wondering if there was a way to fix this with custom routing rules to either move the group from bcc to cc or to just add the group email to the to field for all messages with the group on to, bcc or cc. I cant figure out how though.

We prefer not to use the collaborative inbox, just regular email.

[cryptochrome]

You should be able to do this with a content compliance rule.

Create an inbound rule and add an advanced content match expression to it. In that expression, you select location: recipient headers. From there, construct a matching that fits. You could go with a RegEx or a simple text matching. Then match on "bcc: yourgroup@yourdomain.com". Save it. 

Then, back in the compliance rule, select the "Also deliver to" option and enter your group email address. 

This should work, but note that it will probably deliver the message to your group twice (once for the BCC and once for the To: the compliance rule added). Unfortunately there is no "remove header" option, as far as I can tell, to prevent this. 

You could experiment with the compliance rule option "Change envelope recipient" instead of "Also deliver to", maybe that will be smart enough to replace the BCC with a To. Give it a try. 

[jasongordon]

Actually i am editing this

I dont think the match is triggering:

Expressions
Location: Recipients header
Contains text: Bcc: (PII Removed by Staff)

Ive tried both Bcc and bcc

[jasongordon]

Furthermore I found that if I changed the rule to merely prepend custom subject and the match expression to be

Expressions 

Location: Recipients header
Contains text: (PII Removed by Staff)

Then when you bcc the address nothing happens but when you put the address in the to field then the subject is prepended.  This tells me that if the email is on the bcc you cannot see it with a content filter.  Any ideas?

[cryptochrome]

Yes, it's entirely possible that the content filters don't see the BCC header. If Google's mailserver splinter BCC recipients off into new emails, then your filter won't see it. I am not sure though that's actually what happens, it's an educated guess.

The only other idea I have is playing around more with the filter matching. The space between "bcc:" and the email address could put it off. Try using a RegEx. If that doesn't work either, I am out of ideas. 

[jasongordon]

Even when I change the search to just be "(PII Removed by Staff)" it will match on to and cc but not bcc so I dont see how playing with the regex is going to help.  This might be impossible.

[cryptochrome]

Ah, yes. I missed that part, sorry. In that case, it seems you are out of luck. Unless someone else here has another idea?

[bill_pier3]

Use the Collaborative Inbox, as designed.