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Auto Response emails are not sent after Case is created from Email-to-Case

Дата публикации: May 26, 2026
Описание

When Cases are created via Email-to-Case with Deliverability set to "All Emails," the Auto Response email may not be sent even when email logs show no outbound activity and debug logs confirm the Auto Response Rule was matched.

 

This occurs because sending an email from a Case automatically creates a Task, and if a Validation Rule or Trigger on the Task object fails, the email is silently not sent without displaying an error to the end user.

 

To troubleshoot further, administrators can manually test the process using the Send an Email button from the Emails related list on the Case.

 

Use the same email template configured in the Auto Response Rule and send it to the same recipient email address. This simulates the Auto Response process through the Salesforce UI.


If a validation error appears during this test, it indicates that Validation Rules or Trigger logic on the Task object are preventing the Task from being created successfully.

Решение

Root Cause

When an email is sent from a Case — including through the Send an Email action, Email Publisher, or an Auto Response Rule — Salesforce automatically creates a Task record associated with that email activity.
During Task creation:

  • Validation Rules on the Task object execute.
  • Apex Triggers on the Task object execute.

If the Task fails validation or Trigger processing, Salesforce prevents the Task from being created.
Because the email activity depends on successful Task creation, the email itself is also not sent.
In UI-based actions such as Send an Email, users may see a visible validation error.


However, for Auto Response Rules triggered through Email-to-Case, the process occurs in the background and no visible error message is displayed to the end user.


Resolution

Administrators must review and update any Validation Rules or Trigger logic on the Task object to exclude Tasks created by Case emails from throwing validation errors.
For example:
  • Add conditions that check the Task Subject, Origin, or related attributes before enforcing validation logic.
  • Exclude Tasks automatically generated by Email-to-Case or Auto Response processing from custom validation or Trigger restrictions.
This allows the Task to be created successfully and ensures the Auto Response email is sent correctly.
Дополнительные ресурсы

Configure Email-to-Case

Manage Validation Rules

Номер статьи базы знаний

000382197

 
Загрузка
Salesforce Help | Article