Control spam, automated, and mass emails in E2CP using saved Inbound Email Headers

Within Email to Case Premium, Admins can enter a list of keywords to specify which email headers on inbound messages should be stored on the related Email Message object. Saving these headers can be helpful to avoid spam and out-of-office emails from interfering with your organization's intended use of E2CP. Instead of consuming storage space by saving every header, this feature allows admins to preserve only those that are necessary to build automation as needed. This article provides a sample Flow for use with inbound email headers.

  • Jan 18, 2024
  • Knowledge

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https://kb.vicasso.com/?kb=000004738
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In the examples below, we will use the values entered in the Save Inbound Email Headers setting from within the Email to Case Premium setup wizard to create useful automation on the Email Message object.
 

A few helpful email headers
"X-Autoreply: yes" (some sort of automated email like an Out of Office message)
"Precedence: bulk" (some sort of mass email, or possibly a transactional survey)
"Received-SPF: fail" (might indicate spam)
 
spam headers.jpg

When used in coordination with the Email Distribution feature and our application Case Flags, saved email headers can be used for a variety of purposes and actions. Below are two common examples.

Example A
Saved email headers can be used to distinguish an inbound Out of Office reply from the Case Owner, and prevent that email from clearing the flag on the Case. In the Flow below, we will ensure that any email from the Case Owner, except an Out of Office reply, should clear the flag.

Example B
Avoid Spam and Phishing attempts, thus changing the owner of the Case to a Spam Queue and clearing the Case Flag. In this example, we will cover Gmail specifically, though a similar approach will likely work with most email platforms and spam filters.
 
1. Your Gmail Administrator must "Add X-Gm-Spam header and X-Gm-Phishy header" as advised in the following support article: https://support.google.com/a/answer/2368151
 
2. In the General Settings section of the Inbound Configuration within the Email to Case Premium setup wizard, enter "X-Gm-Spam" as shown below, and click Save at the top right of the page.

inbound headers.png

3. If you do not already have one, create a Spam Queue to route spam and phishing attempts.
  • Navigate to Setup | Manage Users | Queues and select New.
  • Configure the Queue Name, Email Address, Supported Objects, and Queue Members according to your organization's preferences.
  • Click Save.
Sample Flow:

Create a record-triggered flow on the Email Message object, to be triggered when a record is created, with 'Formula Evaluates to True' as the Condition Requirements, and optimize the flow for 'Acions and Related Records'. The formula to be used is {!$Record.Incoming} && {!$Record.Parent.Owner:User.Email} = {!$Record.FromAddress}

Flow 1.png

Add a Decision Element to check for the Autoreply message with 2 outcomes:

Flow 2.png
Flow 3.png

To the Autoreply outcome, add an Update Records element that will Clear the Flag on Cases:

Flow 4.png

Add a new Decision Element to check for Spam with 2 Outcomes:

Flow 5.png
Flow 6.png

To the Spam outcome, add an Update Records element to disable Email Distribution:

Flow 7.png

The Flow should look like this:

Flow 8.png

Save and activate your Flow.

Please note: This KB article is provided as-is and customization using Flow is not supported.
For further assistance, please contact your Salesforce Administrator or Salesforce implementation partner.
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Control spam, automated, and mass emails in E2CP using saved Inbound Email Headers
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