Salesforce requires a primary Contact to be included in template-driven outbound emails such as those sent via Email to Case Premium (E2CP). To successfully send emails without the Case Contact, Email to Case Premium can automatically substitute a Contact you pre-define.

• The Contact needs to be associated with an Account that all E2CP users have Read access to. If you have an Account for your organization, that would probably be a good choice.
• The Substitute Contact’s first and last name can contain whatever text you like.
• Note that although the contact is needed for template rendering, it will not be included in emails.

Setting up Contact Substitution:

1. Create a New Contact.
2. Specify the name, account, and email address (optional) above and save it.
3. Go back to the setup wizard and select the Contact you just created as your Substitute Contact.

Notes:

• If you're using a Visualforce email template, and Contact Substitution has not been configured, the running user will be automatically copied on all outbound emails sent via Email to Case Premium.
• Emails sent to the substitute contact will count towards the Salesforce Single Email Limit.