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Auto-response emails are sent from an undefined User on any rule entries

Publiseringsdato: Oct 13, 2022
Beskrivelse

If Cases are sending an auto-response from a User that is not defined as the Sent From (Email) in any of your rule entries, the auto-response may be coming from the "Default Response Template" setting.

Classic Steps:

Under Setup | Customize | Self-Service | Web-to-Case | Modify | Default Response Template

OR

Under Setup | Customize | Leads | Web-to-Lead | Default Response Template
 

Lightning Steps:  

Setup | Feature Settings | Marketing | Web-to-Lead   OR   Setup | Feature Settings | Service | Web-to-Case

Which says: "Use Case/Lead Auto-Response Rules to select different email response templates based on attributes of the cases/leads submitted online. Cases/Leads not matching any of the rules will be sent the default response template selected below."

This template will be sent from the User triggering the auto-response rule.

If a Case is created online, goes through auto-response rule entries, and does not meet criteria on any entry, then the Default Response Template is sent from the current User.

 

Løsning

The Default Response Template is not required, you can remove it if you do not want a response sent when no rule entries evaluate to True.


See also
Guidelines for Setting Up Web-to-Lead
Set Up Web-to-Case

 

 

 

Knowledge-artikkelnummer

000384427

 
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Salesforce Help | Article