Invocable Method - Sample use cases with Flow

As of version 9.12 of Email to Case Premium, an Invocable Method action called 'E2CP Send Response' is being packaged. Salesforce Admins may leverage it in Flows or Apex to replicate actions that are taken when sending an email from the New Comment Page, and subsequently have them added to Timeline. In this article, Vicasso provides use cases where the Invocable Method is used in Flows.

Oct 30, 2025
Knowledge

Permalink

https://kb.vicasso.com/?kb=000005292

Details

The allowed actions for the Invocable Method are:

Update Cases
Send Emails
Insert Email Messages
Insert Case Comments
Create Draft Comments (creation only, no sending)
Create Comment Only (with no recipients)
Schedule Send
Attach files

Use Case 1: Automate the Case Closure process

In this scenario, if cases have been with a status of "Waiting on Customer" and there is no activity (no client response) in it for X amount of days, the Flow will change the status of the case to "Pending Closure" and send a Canned Response to the Case Contact, letting them know the case will be closed in 2 days.

Note: This sample Flow is set to run immediately, so please ensure that you adjust the scheduled paths accordingly.

Creating the Flow:

Configure the start of the Flow as:

Add a Get Records Element to check if there is a new email message from the customer.

Add a Decision Element to determine the actions to be taken if an Email Message is received, versus not received.

For the 'No Email Received' Path, create an Update Records Element that will set the Case to 'Pending Closure'

And the Invocable Method Action that will send the Canned Response letting the customer know their Case will be closed.

By the end, the Flow should look like the following:

Use Case 2: Send out more meaningful and personalized initial responses without the use of standard Salesforce Auto-Responses

In this scenario, the combination of Flow and the E2CP Invocable Method enables cases to be pre-processed, allowing for more personalized and meaningful next actions. We will look at the Priority and a VIP Checkbox field, allowing for different Canned Responses to be sent as initial comments. The cases will also be assigned to different queues and given a different status.

Note: This sample Flow is set to run immediately, so please ensure that you adjust the scheduled paths accordingly.

Creating the Flow:

Configure the start of the Flow as:

Create a Decision Element that will check to see if the Case if for a VIP Customer, a High Priority Case, or any other Case.

If it's a VIP Case, we will send a VIP Canned Response:

Change the Status of the Case to 'Initial Response Sent':

Change the Case Owner to the VIP Queue. For that, we will need a Get Records element to find the right queue, and an Update Records Element to make the owner change:

Now, if the Case is a High Priority Case, we will send a High Priority Canned Response:

Change the Status to 'Initial Response Sent':

Change the Case Owner to the Tier 1 Support Queue. For that, we will need a Get Records element to find the right queue, and an Update Records Element to make the owner change:

By the end, the Flow should look like this:

Use Case 3: Add a note with a file on the case every time that the status is changed, so support agents in training know what the next steps are for each status

In this scenario, a note on the case (comment without recipients) can be added, along with a file containing additional information about the process of fixing bugs and following up with customers. Similar scenarios could be for maintenance or warranty repairs, shipping updates, and return orders.

Creating the Flow:

Configure the start of the Flow as: