Automatically convert incoming emails into new incident records, manage threaded email conversations, and send email responses directly from the incident record. Configure how incoming email content is rendered, which senders are accepted, and how processing errors are handled.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
| User Permissions Needed | |
|---|---|
| To set up Email-to-Incident: | View Setup and Configuration |
Use Email-to-Incident to capture incoming email requests as incidents and automatically associate related email replies with the original incident, creating a single conversation thread. Service reps and employees can view incoming and outgoing email conversations in the incident feed and send email responses directly from the incident record. Use the settings on this page to control how email content is rendered on the incident, which senders your org accepts email from, and what happens when an email can't be processed.
- From Salesforce Go, go to Incident Management.
- In the Turn On Incident Management section, next to Turn on Email to Incident, click Review.
- Click Edit.
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Select any of these additional settings, if needed:
Setting Description Enable Email-to-Incident with AI Uses LLM models to extract the subject, description, impact, and urgency from the email. Save Email to Incident Attachments as Salesforce files Saves each attachment as a Salesforce file on the incident record. Delete Duplicate Email Attachments Links each duplicate email attachment only once to the incident. Display HTML email in incidents Renders the HTML from an incoming email, such as tables, lists, and inline styling, in the incident. Images that are embedded in the email appear in the conversation thread instead of as separate download links. Enable rich text for incident descriptions Keeps the formatting from the email body in the incident description instead of converting it to plain text. Save unfinished replies as drafts Saves an email reply that a fulfiller hasn’t sent yet so that they can resume it later. Drafts are saved every 30 seconds and persist across sessions. Notify external senders about processing errors Sends a bounce email to the sender and to the admin when an incoming email can’t be processed. Place user signature above the latest email Adds the fulfiller’s signature directly after their reply instead of at the bottom of the entire email thread. -
Specify values for these fields:
Field Description Unauthorized sender action Determines what happens to an email that arrives from a domain or address that isn’t allowed. Select Bounce message to send a failure notification to the sender, or Discard message to delete the email without notifying the sender. Email rate limit exceeded action Determines what happens to an email that arrives after your org reaches its daily limit for incoming email. Select Bounce message to send a failure notification to the sender, or Discard message to delete the email without notifying the sender. Default incident owner Sets the queue that receives an incident when none of your active assignment rules match it. Use this queue so that an incident created from an email is never left unassigned. To accept email only from senders that you approve, add the allowed domains and email addresses. If you don’t add any allowed domains, email from all domains is accepted.Incidents created from email are evaluated against the active assignment rule for the Incident object. See Set a Default Assignment Rule for IT Services. - In the Routing Address Details field table, click New.
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Enter a display name and routing email address for the routing configuration.
The routing email address is the email address that users will send emails to.
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Verify the routing email address.
Salesforce sends a verification email to the address. The routing address can’t receive email until it’s verified.
Note You can’t use the same email address for both Email-to-Case and Email-to-Incident. If the address is already used for Email-to-Case, enter a different one. -
To start replies from a standard format, select a default email template for the routing
address.
Use a template that includes incident merge fields, such as the incident number and subject, so that fulfillers don’t enter these details manually. Fulfillers can change or replace the template when they compose a reply.
- In the Incident Details section, set default values for Impact and Urgency to High, Medium, or Low.
- Save your changes.
Email-to-Incident then handles incoming email automatically:
- Each incoming email is evaluated so that the same email doesn’t create a second incident. A reply to an existing conversation is added to the original incident instead.
- If an email can’t be processed because of a temporary error, it’s retried before it’s treated as a failure.
- If your external email provider is unavailable, Salesforce mail servers receive the email so that incoming incident data isn’t lost.