---
schema_version: "1"
id: 48a59008b272488d90af9356c4cb1a7b6613fb917f900d46ed707c9eac10472b
title: Turn Emails and Social Media Posts into Cases
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/xcloud/264-0-0/essentials_email_social_cases.md
canonical_url: https://help.salesforce.com/s/articleView?id=xcloud.essentials_email_social_cases.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 41dc1f00fcd2ec8bb290654a709f6897b89b6792904d2800bfd950343901be68
description: Use Email-to-Case to turn incoming emails to your support email address into cases in Salesforce. Social Customer Service automatically creates cases for social media mentions, posts, or direct messages from your company’s Facebook, Twitter, YouTube, and Instagram pages. Set up Email-to-Case, Twitter, and Facebook with guided setup flows.
products:
  - Cross Cloud
release: "264"
---
# Turn Emails and Social Media Posts into Cases

Use Email-to-Case to turn incoming emails to your support email address into cases in Salesforce. Social Customer Service automatically creates cases for social media mentions, posts, or direct messages from your company’s Facebook, Twitter, YouTube, and Instagram pages. Set up Email-to-Case, Twitter, and Facebook with guided setup flows.

## Why Do We Use It?

Your customers are reaching out to you across multiple channels, like email, Facebook, and Twitter. Instead of sending someone from your team to camp out on each channel to wait for messages, you can turn your customers’ interactions into cases in Salesforce. Then you can prioritize and assign them all together.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-xcloud-essentials-264-0-0-production-enus/e0001bec-929a-481e-9d65-d13539e5cfe8/images/icon_note.png)

Note Salesforce Essentials comes with the Social Customer Service Starter Pack, which means that you can select any 2 engagement channels out of the box.

When you’re working on cases from your support email address, you can insert email templates, add attachments, and send your response right from the case. No more hopping between your email and your case list.

With social cases, the following interactions become cases for your team:

- Facebook: Posts to your company’s Facebook page. If you want to use Facebook Messenger in Salesforce, see [Chat and Messaging for Essentials](https://help.salesforce.com/s/articleView?id=xcloud.essentials_chat_messaging.htm&release=264.0.0&type=5 "Offer your customers instant conversation with web chat and Facebook Messenger for Essentials. Chats and messages are delivered to team members alongside their other work in Salesforce, so they can handle cases, chats, messages, and everything else side by side.").
- Twitter: At-mentions and direct messages to your company’s Twitter account
- YouTube: Comments on videos in your company’s channel
- Instagram: Comments and replies on your company's posts

You can like, unlike, view source, and delete social media posts from the case feed.

Want to see it in action? Our 1-mnute feature tour will show you how it all works. Watch the tour: [![Watch Video Demo](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-xcloud-essentials-264-0-0-production-enus/e0001bec-929a-481e-9d65-d13539e5cfe8/resources-global/_corporate/images/play_btn.png)Create Cases from Emails and Social Media Posts](https://salesforce.vidyard.com/watch/tJAhwynrrb6Zky8xRovfj2) (1 minute)

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-xcloud-essentials-264-0-0-production-enus/e0001bec-929a-481e-9d65-d13539e5cfe8/images/icon_note.png)

Note Emails larger than 32 KB are truncated when they come in as cases, so you’ll have to check your inbox to see those messages in full. And if you use Einstein Activity Capture to sync your emails and calendar, make sure to use a different email address for Email-to-Case. [What's Einstein Activity Capture?](https://help.salesforce.com/articleView?id=essentials_sync_emails.htm&language=en_US)

## Why Is It Important?

Save time and let your email and social media interactions come to your team where they already are: in Salesforce. Gathering your customers’ questions in one place lets you and your team manage your open tasks more efficiently and make sure that every customer is heard.

#### See Also

- [Set Up Email-to-Case with a Guided Setup Flow](https://help.salesforce.com/articleView?id=customizesupport_email_setup_flow.htm&language=en_US)
- [Set Up Facebook or Twitter with Guided Setup Flows](https://help.salesforce.com/articleView?id=social_customer_service_setup_flow.htm&language=en_US)
- [Set Up Social Customer Service](https://help.salesforce.com/articleView?id=social_customer_service_setup.htm&language=en_US)