Setting the Context User and Permissions

Receiving emails into Salesforce via an Apex Email Service requires a Context User with Salesforce and Email to Case Premium licenses. This article describes how to set the Context User with the permissions necessary for your Context User's Profile to use Email to Case Premium functionality, using a full Salesforce license.

  • Oct 30, 2025
  • Knowledge

Permalink
https://kb.vicasso.com/?kb=000004837
Details
Vicasso recommends that you use the new Salesforce Integration User License. Please review this article for more information on granting the user all the necessary permissions to function as the Context user. 
 
If you are not using the Salesforce Integration User license for the Context User, we recommend using a dedicated automated user with the System Administrator profile. The Context User will appear as the "Created By" user for new email, case, and comment records created by Email to Case Premium. In most instances, you will want to use the same User Account specified as the Automated Case User in Salesforce's Support Settings.
 
Setting the Context User
 
1. Navigate to Setup | Custom Code | Email Services and click on the Email to Case Premium email service utilizing the ProcessMessage Apex Class.
 

2. Click Edit next to the routing address you're using. Depending on your configuration, you may need to edit multiple addresses.
 
User-added image

3. From this screen, you can select a new Context User and save.



Assigning Permissions to the Context User

The following steps only apply to those who have chosen a Non-System Administrator profile for their Context User.

As mentioned earlier, we recommend using a dedicated automated user with the System Administrator profile. This is to reduce the chances of encountering issues due to limited permissions and/or your Organization-Wide Defaults for record sharing.

 
Step 1 - Navigate to Develop | Custom Code | Email Services, and click the ProcessMessage Apex Class.
 
User-added image

Step 2 - Click Security.
User-added image

Step 3 - Add the Profile of the Context User
 
User-added image


Step 4 - Provide the Context User with Read, Create, Edit, View All, and Modify All on the Case object, and Read, Create, and View All for the Contact Object.
 
 
Step 5 -  To view inline images without any issues with the new rich text (HTML) support for Timeline, please also ensure that the "Create Content Deliveries" system permission is added. 

 
 
Title
Setting the Context User and Permissions
URL Name
Setting-the-Context-User-and-Permissions