When Lightning threading is enabled, the case feed shows case emails sent by service reps or AI agents, and incoming responses to those emails. You can also configure Email-to-Case so the case feed includes certain automated case emails, such as emails sent by auto-response rules or Apex.
Required Editions
| View supported editions. |
| Type of Automated Email | Added to Case Feed? | Responses Added to Case Feed? |
|---|---|---|
| Case email alerts sent by a flow | No | Yes, in newer orgs. See below for details. |
| Emails sent by case auto-response rules | Yes | Yes, with some configuration. See below for steps. |
| Email notifications sent to the case contact or owner when a case is created, updated, closed, commented on, or changed | No | No |
Case Email Alerts
In orgs created in Winter ’23 and later, email alerts contain the information needed for header-based threading. When Lightning threading is in use, Email-to-Case automatically adds all replies to email alerts to the case feed.
In pre-Winter ’23 orgs, if a case email alert was sent before email header-based threading was enabled, incoming responses to the alert can’t be added.
Case Auto-Response Emails
When a case auto-response rule sends an email, the email is saved as an EmailMessage record and appears in the case feed.
When Lightning threading is in use, take these steps to allow responses to auto-response emails to be associated with the related case.
- In the Email Address field of your case auto-response rule, enter an organization-wide email address.
- Ensure that Email-to-Case processes incoming replies to auto-responses sent from the
organization-wide email address. You can do so in two ways:
- (Recommended) In your email server settings, create a forwarding rule that forwards incoming emails sent to this organization-wide address, to an Email-to-Case email services address. You should already have a rule that forwards incoming emails sent to your Email-to-Case routing address, to your Email-to-Case email services address.
- In the Reply-to Address field in the auto-response rule, enter your Email-to-Case routing address. However, if your customer’s email client allows them to reply to the From address instead of the Reply-to address, this approach doesn’t work.