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Routing Name
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The name for the routing address—for example, Gold Support or Standard
Support. This name appears in the From field when a service rep emails a customer
from this email address. In trial orgs, this name is set as your email address and
can’t be edited. |
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Email Address
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The inbound email address for this Email-to-Case routing address. Emails sent
to this address create cases using the specified settings. The email address must
be unique. |
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Save Email Headers
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Save the email routing information associated with each email submitted as a
case. Each saved email header can count up to 32 KB towards your organization's
overall storage limit.
Email headers over 32,000 characters are truncated. To
view the full email header, add the Headers field to the Email Message page
layout. Service reps can then view the full email details, including the header,
using the View Email link from the case feed on the case record
page.
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Accept Email From
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To limit the email addresses and domains that this routing address accepts,
enter them here separated by commas. For example: john@mycompany.com, yahoo.com,
gmail.com. Leave this field blank to let this routing address receive email from
any email address or domain. |
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Create Task from Email
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When an email is submitted as a case, automatically create and assign a task
to the Automated Case User specified on the Support Settings page. |
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Task Status
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Set the default status of any tasks created when emails are converted to
cases. Create Task from Email must also be selected. |
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External Service
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(Optional) Select a Gmail or Outlook account to send outgoing replies instead
of using Salesforce email services. This setting supports standard outbound
emails, such as those sent by a person, and not automated emails such as email
alerts. The email address of the user sending the mail must differ from the
routing address, or the email isn't sent.
If Gmail or Outlook can’t send an email for some reason, the EmailMessage
record still exists in Salesforce.
Outgoing emails can affect your Gmail or Outlook limits. Sent emails appear in
the external account’s Sent folder; they include a BCC recipient so that
Salesforce can maintain the email header for threading.
Some Gmail or Outlook rules can prevent an email from being sent; for example,
if the email doesn’t meet your compliance rules. Gmail or Outlook may send a
notification email to the sender, which is the routing address. Depending on the
account’s redirect and forwarding rules, the notification email can cause
Email-to-Case to create a case.
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Routing Address Connection
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Connect and authenticate to an external Gmail or Outlook email server, or
disconnect from a previously authenticated external account.
Before revoking
access from a Gmail or Outlook account, first disconnect from the external
account. Otherwise outgoing emails can’t be sent.
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Case Owner
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(Optional) Select a user or queue to override the Default Case Owner
specified on the Support Settings page. For example, select a user to own cases
originating from emails sent to this address. This field doesn’t affect the
ownership of tasks created to track emails converted to cases.
As an
alternative to selecting a Case Owner, leave this field blank and create
assignment rules that assign email cases to queues based on keywords. For
example, create a rule that assigns all email cases containing the word
“billing” to a particular queue. If a case doesn’t match any rule criteria, it’s
assigned to the user in the Default Case Owner field on the Support Settings
page.
- Specifying a case owner negates auto-assignment rules, so case owners aren’t
notified and queue members don’t get an email by default.
- You can’t delete a queue that a routing address refers to. To point to a
different queue, either delete the routing address, or edit the routing
address settings.
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Case Priority
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The priority assigned to cases created from emails sent to this routing
address. |
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Case Origin
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The value assigned to the Case Origin field for emails sent to this routing
address. |
| Case Record Type |
The record type for a new case that’s created for emails sent to this
routing address.
Ensure that the Automated Case User under Support
Settings has access to this record type. If they don’t, the created case may
have unexpected values.
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Omni-Channel Flow
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An active Omni-Channel flow that’s used to route cases when they’re created
by Email-to-Case. |
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Fallback Queue
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An Omni-Channel queue that uses Case as the service channel object. If the
flow can’t determine which queue to route the case to, it directs the case to this
queue. |
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Controlled by Permission Set
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(Optional) If you select this option, only users with access via a permission
set can use this routing address to send emails.
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