Title
Email/Comment Creation
Published Body

The following settings will allow you to set preferences for how emails/case comments are inserted from an inbound response.

 

User-added image

 

Default Inbound Email Status

  • Default status on inbound emails added via Email to Case Premium.
  • Out of the box, the default value is "Read", as agents typically will be focusing their attention on Timeline rather than individual email messages.

 

Show Recipients at the Top of Comments from Inbound Emails

  • When an inbound email creates a comment, the recipients of that email can be documented at the top of the resulting comment for easy reference.
  • This setting is disabled by default.

 

Save Inbound Email Headers

Email Messages are one of the few objects where the 2KB per record rule doesn't apply to data storage, and instead, the exact contents are calculated. For that reason, most organizations do not capture email headers on inbound emails because doing so would balloon data storage utilization.

However, some headers can be helpful to have available for workflow automation. 

Review this Knowledge article for more information on how to control spam, automated, and mass emails in Email to Case Premium (E2CP) using saved Inbound Email Headers.

 

Examples

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, and a variety of other headers that might indicate spam

  • This section of setup allows you to enter a list of keywords (one per line) to specify which email headers on inbound messages should be stored on the related Email Message object. 
  • This provides the benefit of triggering workflow or other automation on specific headers while not consuming storage space for every header. 
  • This setting is disabled by default.

 

User-added image

 

Enable Private Comments Based on Recipients

By default, Email to Case Premium creates public comments for comment replies sent to Inbound Email Addresses other than the Private Comment address. This behavior can be overridden using these settings, allowing private comments to be created in additional circumstances. Note that if you enable Add Comment From Initial Email, that comment will always be public.

  • Important: Be sure to specify Internal Domains prior to enabling this feature. Internal Domains are configured in the Global setup section.
  • This feature is disabled by default.

If the sender is an internal domain, there are multiple recipients, and all recipients are either internal domains or an Inbound Email Address, then the comment will be created as private.

 

Create Private Comments for Internal Domain Communication

If the sender is an internal domain, there is a single recipient, and that recipient is an Inbound Email Address then the comment will be created as private

 

Examples

Note that this is the same as scenario 1 above. The behavior is the same.

Note that this is the same as scenario 2 above. However, the comment is private when this setting is configured instead of public.

Note that this is the same as scenario 3 above. The behavior is the same.

Documentation Name
Email/Comment Creation