| View supported editions. |
| Setting | Description |
|---|---|
| Enable Email-to-Case | Let Salesforce create cases from inbound emails. |
| Notify case owners on new email | Let case owners automatically receive notifications of new emails on their existing cases. Email notifications assign a task to the case owner to respond to the new email. Responding to the email closes the task. To disable email notifications at any time, deselect this setting. |
| Enable HTML email |
Display emails in HTML in the case feed view and email editor. If this setting isn’t selected:
Use this setting for email feeds in Lightning, Lightning console apps, or Salesforce Classic console apps. It doesn’t apply to email feeds in Salesforce Classic. |
| Set case source to email | Sets the Case Source field on Case records generated by Email-to-Case to the ID of the associated inbound email message. |
| Save Email-to-Case attachments as Salesforce files |
Automatically convert attachments from inbound Email-to-Case messages into Salesforce Files. Salesforce files created from Email-to-Case attachment conversions don’t inherit sharing settings from the parent record. By default, file sharing settings are set to Viewer. Viewers can view, download, and share files. The Attachments related list shows both attachments and files. |
| Eliminate duplicate email attachments |
Applies to inbound emails, and applies only when attachments are saved as Salesforce files. To conserve storage, this option prevents Email-to-Case from creating an additional Salesforce file when an attachment is already saved in the email thread. Instead of creating another Salesforce file, Email-to-Case includes a link that points to the original attachment. Selecting this option changes the behavior in Case Files and Attachments related lists to show only one ContentDocumentLink for each unique attachment. Some email clients create links rather than attachments for signatures. |
| Notify senders about Email-to-Case processing errors |
Notify email senders when there’s an error during Email-to-Case processing. If end users and administrators both receive a notification and attempt to re-send the email, duplication issues may occur. |
| Invoke triggers on status change from New to Read | Invoke triggers when service reps open an email via the email detail page. A status change invokes related triggers regardless of the Enable Unread/Read on Compact Case Feed setting in Support Settings. This setting doesn't apply to Experience Cloud portal users or to emails opened in read-only mode. This setting applies only to email detail pages; viewing email feed items always invokes triggers. When emails are loaded by a customization, they may not be marked as read. |
| Reply with new content only |
Exclude previous thread content in email replies. This setting reduces the size of outgoing emails and makes it less likely that responses exceed the email size limit. This setting overrides the Insert email threading token in email body settings. If a Ref ID or Lighting threading token is found in the email being replied to, it's placed in the reply. |
| Send emails via external services |
Send outbound emails from Email-to-Case using a Gmail or Outlook account instead of Salesforce email services. You can set up external outbound email services in Lightning Experience only. When you configure the routing address, under Outbound Service Settings, select Gmail or Outlook as the external email service and connect to your email account. After this connection is authenticated, Email-to-Case can reply to emails sent to that routing address through your Gmail or Outlook server. When you authenticate your connections to Google or Microsoft, Salesforce uses the OAuth 2.0 protocol to get tokens from the Google or Microsoft authorization server. That’s when necessary permissions (such as sendEmail) are granted and tokens are securely stored. Later, the tokens are used to call Microsoft Graph API and Gmail API to send the email. You can manage the Salesforce app in apps connected to Microsoft or Google. If you delete the Salesforce app or revoke granted permissions, the token Salesforce stored is invalidated. Email-to-Case OAuth connections depend on the external email provider's token policies. Because these tokens expire periodically, the connection can become invalid. To restore the connection, disconnect and reconnect the integration. This setting is available in Professional, Enterprise, Unlimited, and Developer editions only. |
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Insert email threading token in email subject (Recommended) OR Insert email threading token in email body (Recommended) |
Add an email threading token to the email subject, email body, or both. In Lightning threading, these tokens are unique strings that help Email-to-Case match emails to the right cases. While similar to Ref ID strings, threading tokens are generated in a way that meets Salesforce security standards. We recommend selecting both settings. In orgs created in Spring '23 or later, these settings are on by default. If you don’t see these settings, you’re using an outdated threading method called Ref ID threading. We strongly recommend that you switch to Lightning threading, which combines header-based and token-based threading. |
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Insert thread ID in the email subject OR Insert thread ID in the email body |
Add a thread ID, known as a Ref ID, to the email subject, email body, or both. A Ref ID is a unique number that identifies the organization and case associated with the outgoing email. If you see these settings, you’re using an outdated threading method called Ref ID threading. We strongly recommend that you switch to Lightning threading, a more secure option that combines header-based and token-based threading. |
| Place user signatures before email threads | Add the user signature after the reply, but before the email thread. If this setting isn’t selected, the user signature is placed at the bottom of the email thread. |
| Enable on-demand service |
Allow Salesforce to process your incoming emails. Select this option unless you’re using a custom solution to keep email traffic inside your network’s firewall. Previously, Email-to-Case relied on an installed agent instead of the on-demand service. The older version is no longer supported, and the agent isn’t available for download. |
| Over email rate limit action |
Choose what Email-to-Case does with emails that surpass your organization’s daily email processing limit:
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| Unauthorized sender action |
If you limited the email addresses and domains available for Email-to-Case in the Accept Email From field, choose what happens to messages received from senders who are blocked:
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| Use email headers for threading (Recommended) | Salesforce uses metadata from incoming emails to match email replies with cases if token-based threading doesn't produce a match. We recommend turning this preference on, so Salesforce can thread emails to cases even when a threading token isn’t found in the email. For instance, this is useful when senders follow up before Salesforce sends a reply. |