Set Up Email-to-Case

Set up Email-to-Case to efficiently resolve customer email inquiries. When customers send messages to your support email addresses, Salesforce automatically creates cases and auto-populates case fields.

Required Editions

View supported editions.

User Permissions Needed
To enable and set up Email-to-Case:	Customize Application

Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See Discover and Set Up Features With Salesforce Go.

1. Turn On Email-to-Case
   Get your company ready to automatically turn incoming email messages into cases by enabling Email-to-Case and the on-demand service.
2. Configure Email-to-Case
   Configure your Email-to-Case settings to customize how Salesforce handles and creates cases from incoming emails. If you set up Email-to-Case in Salesforce Go, some of these settings may already be configured.
3. Add Routing Addresses for Email-to-Case
   Set and configure routing addresses to redirect case submissions to the email services address provided by Salesforce. A case is created when the email address you specify is listed in the To, CC, or BCC fields of a customer email.
4. Add Agentforce Service Agent to Email
   Automate email responses with Agentforce Service Agent.