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Email to Case: Default FROM Address when Replying to an Inbound Email Message

Knowledge Article Number 000213688
Description When Replying to an Inbound Email Message on a Case record, what is the default value that populates in the FROM drop down menu field?
 
Resolution A Salesforce user can specify the sending address of the email in the From drop-down list for email addresses associated with Email-to-Case and Organization Wide Addresses, in addition to the logged in user's email address. 

When creating a new outbound Email-to-Case message, the From address is auto-populated with the logged in user's email address. When replying to an inbound message, the From address is auto-populated with the routing address to which the email was sent.  Note that if there are additional Recipients in the To line, the system will default to the logged in user's email address.  

If users need to use a specific FROM email address (such as an email-to-case address support@acme.com), they will have to manually select it from the FROM drop-down list as there currently is no setting to specify a default reply-to/FROM email address for all outbound communications.




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