You are using Email to Case Premium in conjunction with Case Auto-Response rules and notice that auto-response emails aren't being sent to customers opening new cases.

To troubleshoot this issue, please review the following.

• Navigate to the E2CP Inbound Configuration page and ensure that the "Use Active Auto-response Rule" setting is enabled.
• Navigate to Setup | Feature Settings | Service | Case Auto-Response Rules and ensure your Auto-Response Rule has been activated.
  • We also recommend including a catch-all rule entry, falling last in rule entry order and including no criteria to ensure that all cases will receive an auto-response email.
• Check to see if there are any active Workflow Rules or Process Builder processes that perform field updates on Case.
  • There's currently a Salesforce known issue that prevents auto-response emails from being sent if a Process Builder process fires upon case creation and updates a Case field.
    
    • If there are processes or Workflow Rules updating fields on Case, try temporarily deactivating them and create a new case via Email to Case Premium. If the new case displays an Auto-Response email in the Emails related list, the process that was just deactivated is likely the culprit.
      • If you perform the steps above and narrow down the root cause to a custom Process Builder process or Workflow Rule, Salesforce's official workaround for the known issue is migrating any field updates to before-save Flow triggers.
      • As of December 31, 2025, Salesforce has officially ended support for Workflow Rules and Process Builder.

 

As an alternative to Case Auto-Response Rules, we recommend leveraging Email to Case Premium's Invocable Method in Flow. This enables cases to be pre-processed before an automatic email is sent, allowing for more personalized and meaningful next actions.

Please Note: Due to the nature of local automation, errors caused by custom processes/flows fall out of scope for Vicasso application support. For further assistance, please contact your Salesforce administrator, or Salesforce implementation partner.