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