Configure the Auto-Response Email Sender Address for Web-to-Case

The following steps create a Case Auto-Response Rule that specifies the sender name and email address customers receive after submitting a Web-to-Case form. Steps are provided for both Salesforce Classic and Lightning Experience.

Overview

Web-to-Case Auto-Response Rules allow you to automatically send a reply email to customers when they submit a case through a web form. Each rule specifies the email name and address that customers will see and can reply to.

Setting Up Web-to-Case Auto-Response Rules — Salesforce Classic

1. Navigate to Setup | Customize | Cases | Case Auto-Response Rules.
2. Click New.
3. Set the Rule Name and check the Active checkbox.
4. In Rule Entries, click New.
5. Specify the order in which this entry should be processed.
6. Set the criteria for the rule entry.
7. Set the Email Name and Email Address that recipients of auto-response emails will see and be able to reply to.
8. Set the Email Template.
9. Click Save.

Setting Up Web-to-Case Auto-Response Rules — Lightning Experience

1. Navigate to Gear icon | Setup | Feature Settings | Service | Case Auto-Response Rules.
2. Click New.
3. Set the Rule Name and check the Active checkbox.
4. In Rule Entries, click New.
5. Specify the order in which this entry should be processed.
6. Set the criteria for the rule entry.
7. Set the Email Name and Email Address.
8. Set the Email Template.
9. Click Save.