Can we add bounce back emails / undelivered email reports to the case automatically in Email-to-Case?
|Knowledge Article Number||000187881|
|Description||The User wanted to know if it is possible to add the bounce back email sent from an exchange mail server to the case automatically if email is not delivered to the contact.|
Currently in Salesforce, you cannot add bounce back email sent from an exchange mail server to the case automatically, as the Email to Case functionality works on the “Thread Id” to associate with the case.
The Bounce back email is an email generated by the email server; hence it does not contain the thread id to associate with the case.
You can enable the Bounced email functionality in Salesforce, which will notify the user and will displays the bounce alert on the record.
For detailed information refer the article “Configuring Deliverability Settings”.