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Send and Receive Emails with Email-to-Case

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Send and Receive Emails with Email-to-Case

Communicate with customers over email directly from the Service Console. Email-to-Case turns customer emails into cases for your support team.

Required Editions

View supported editions.
  • Supported Editions for Email-to-Case
    Learn about the Salesforce editions and user interfaces that support Email-to-Case.
  • Email-to-Case Limits and Limitations
    Email-to-Case’s on-demand service keeps email traffic outside your network’s firewall and refuses emails that are too large.
  • 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.
  • Draft Personalized Emails with Service Email Assistant
    Expedite your emails with AI. Using a preset or custom prompt instruction, Service Email Assistant pulls case data to draft a response to your customer. 
  • Guidelines for Email System Forwarding with Email-to-Case
    When your customers send an email to a support address such as support@mycompany.com, your email provider forwards the email to Salesforce. How you configure email forwarding can impact whether Email-to-Case correctly attaches emails and responses to related cases. When email threading works properly, your service reps can grasp the full history of the customer’s email inquiry.
  • Email-to-Case Considerations
    Review considerations and limitations for Email-to-Case.
  • Email-to-Case Threading
    Email threading ensures that outgoing emails and incoming responses related to a customer inquiry are associated with the same case in Salesforce. Threaded emails appear in the case feed so service reps and supervisors can quickly grasp an inquiry’s history and status.
  • Translate Service Email with Real-Time Translations
    Allow service reps and customers to communicate in different languages via Service Email. When a customer sends an email to your business, a service rep can translate it into their own language in the case feed. When the rep is ready to reply, they can translate their response into the end user’s language in the email composer, and then send it.

See Also

 
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