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How is the "To" field populated in the Case Feed Email (Answer Customer) Publisher?

Knowledge Article Number 000181799
Description What is the default value of the "To" field in the Case Feed Answer Customer Publisher, and how is this determined?
Resolution When sending an email from a Case Feed using the Answer Customer publisher, the "To" field for the email will default as follows:
  1. When the Case has no related Email Messages, TO will default as the Contact Email (Web Email if Contact is unspecified).
  2. When the last Email on the Case is Outbound, TO will default as all TO addresses from that last email, excluding any addresses the current User can send Case Email 'From' (e.g. Excluding Addresses listed in the From picklist when composing email from the Case).
  3. When the last Email on the Case is Inbound, TO will default as the FROM of that last email, again excluding addresses the current User can send Case Email 'from'.

Note: If no address is found based on the above, or if all addresses that are found are excluded based on being addresses users can send case emails from, then the Email Publisher TO field will not default to any value.




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