This section of the setup covers specific settings related to new case creation via Email to Case Premium.
Use Active Assignment Rule
- When enabled, the active Case Assignment Rule is used to set the case owner.
- To configure Assignment Rules, visit Setup | Build | Customize | Cases | Assignment Rules
- Vicasso recommends disabling this setting and using the "Owner" field in the Inbound Email Addresses setting to determine the default case owner.
- This setting is enabled by default.
Note: Disable this setting if you prefer to use Flow to handle case assignment. If this setting is enabled but there are no active Case Assignment Rules, the case owner will be the default case owner specified in Salesforce's Support Settings. This is standard Salesforce behavior.
Use Active Auto-Response Rule
- When checked, the active Auto-Response Rule is used for new cases.
- To configure Auto-Assignment Rules, visit Setup | Build | Customize | Cases | Auto-Response Rules
- This setting is enabled by default.
Note: Disable this setting if you prefer to use Flow to send Auto-Responses. In the event a case doesn't meet an Auto-Response rule entry, the Default Response Template under the Web-to-Case settings will be used. This is standard Salesforce behavior.
Enable Latest Inbound BH
- Each time a new inbound email is processed into a new or existing case, the Latest Inbound BH field will be updated to indicate whether the update occurred inside of business hours, outside of business hours, or on a holiday. From there, you can consider this information in your organization's email alerts, utilizing different email templates/language based on the value.
- For example, if a new case is created outside of business hours, you may use your auto-response email to inform the customer that they should not expect a response until the following morning.
Trigger User Emails
- Indicates whether to trigger emails that are sent to the Case Owner when a new message is added to a Case, or when an Assignment Rule is configured to send an email to the User assigned.
- You must configure these emails from Setup | Build | Customize | Cases
- This setting is enabled by default.
Note: Uncheck this option if you would prefer to use Flow, which allows for greater flexibility in the content of the email.
Email Loop Protection
- Specify a value of 1-99 (minutes) to indicate the window of time in which an inbound email with the same subject as a previous inbound email is considered a duplicate.
- The string “[Email Loop Protection]” will be prepended to the subject to flag the case as a suspected duplicate.
- Configure Flow or Auto Response Rules to not send an acknowledgement when “[Email Loop Protection]” is contained in the subject of the Case to break the loop.
- Default Value = 5
Loop Period
Specify the time period in seconds when determining if a comment loop is in progress. Used to stop detected email loops.
Loop Count
The number of comments that must occur in the above time period to trigger comment loop protection. Used to stop detected email loops.
Review this article for more info, and the algorithm used to detect similar cases in Email to Case Premium: Fuzzy text matching for Email Loop Protection
Time Closed Until New Case Creation
- Email to Case Premium (E2CP) will automatically open a new Case if an incoming email references an existing Case that has been closed for more than the specified length of time.
- Default Value = Never
- We recommend setting the value to three weeks.
- Note: This setting does not account for business hours and uses calendar days in its logic.
Generally, a Closed Case could have some follow-up process continuing on throughout the next 7-10 days.
We suspect that after three weeks, a new email to a Closed Case is a new issue, and therefore, should open a new Case.
Status for Closed Case Updates
- When a response to a closed case is added within the time frame specified above, Email to Case Premium can re-open the case with a status of your choosing. However, the status of the original case will not be updated when the setting above is set to “Immediately”.
Owner for Closed Case Updates
When an incoming email references an existing closed case, and the timing of that email falls within the range defined for the Time Closed Until New Case Creation setting, the owner of the existing case will be updated with the value selected here.
Reference to Original Case
- Sub-setting for Time Closed Until New Case Creation.
- Determines if and how a reference is made on the New Case to the Original Case.
Options for this setting include:
- No References, Set Parent Case field to Original Case, Add Case Comment on New Case Referencing Original Case & Both References
Add Comment from Initial Email
- When an inbound email creates a Case, the subject and body of the email are stored in the subject and description fields of the Case, respectively.
- You may also wish to create a comment out of the body of the email, just as future inbound emails ordinarily would.
- Comments can hold up to 4,000 bytes (while descriptions can contain up to 32,000 bytes), and the comment insertion may trigger an email notification, depending on how your org is configured.
- This setting is disabled by default
Show Sender and Recipients at the Top of the Case Description from Initial Inbound Email.
- When an inbound email creates a Case, the recipients of that email will be documented at the top of the Case description for easy reference.
- This setting is disabled by default.
Search Custom Email Fields
- When processing inbound emails, custom email fields will be searched to ensure proper contact association even when the message comes from an address that is not the contact's standard email.
- This setting is disabled by default.
- Note: Organizations with a large number of Contact records may experience errors with query selectivity when searching email fields that have not been indexed. This issue may be addressed by marking your custom email fields as External Ids, but organizations are limited to 7 External Ids per object. See Salesforce documentation on Custom Field Attributes for more information.
Set Forwarding Address for Each Inbound Email Address
- With "Set Forwarding Address for Each Inbound Email Address" checked, you can generate a discrete forwarding address for each inbound email address listed.
- E2CP will look at the forwarding address rather than the inbound email address when this functionality is enabled.
- The global forwarding address will no longer apply.
- This will allow routing to the right Case Origin/Priority/Case Record Type, including those emails in BCC.
- When this setting is enabled, a new option for generating an exclusive Private Comment Forwarding Address shows up. When emails are forwarded to this private routing address, they generate private comments rather than public.
- When a support address is BCC’d and a case is created, the BCC field will not be visible on the email message. This is expected behavior, as Salesforce suppresses BCC details for security purposes.
Inbound Email Addresses
- Define support addresses that will be routing into Email to Case Premium to create/update cases in Salesforce.
- For each address, specify an Origin, Priority, Record Type (if applicable), and default Case Owner.
- These field values can be leveraged in automation, such as Case Assignment Rules, Auto-Response Rules, and Flow.
- Note: Owners set via Case Assignment Rules and/or Local Automation will override the Owner configured in this setting.
Block Email List
- Specify email addresses and/or domains that Email to Case Premium should automatically block from creating and updating cases in Salesforce.
- You may enter up to two wildcard (*) characters directly in the value (for example, address@*.domain.com, address@*.*, *@*.com).
- Use double quotes ("test*2@domain.com") to treat special characters literally and disable wildcard matching.
Blocked Email Notifications (Optional)
- When emails are blocked by the Blocked Email List setting, a notification email with additional specifics will be sent to the error routing address you define here.