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Default Email-to-Case From Address for Replies, Forwards, and New Emails on Case Records

Дата публикации: Jun 11, 2026
Описание

This article explains how Salesforce determines the default From address in the Email-to-Case composer when a user sends, replies to, or forwards an email from a Case record. The behavior depends on whether the user is working in Salesforce Classic or Lightning Experience, and on the number of recipients in the To field.
Email-to-Case allows your support team to receive customer emails that automatically create Salesforce Cases. When responding to those emails, the From address auto-populates based on specific routing and recipient logic.

Решение

Salesforce Classic

Sending a New Outbound Email: The From address defaults to the logged-in user's email address.
Replying to an Inbound Email:

  • With no recipient in the To field: The From address auto-populates with the Email-to-Case routing address that originally received the email.
  • With 1 or more recipients in the To field: The From address auto-populates with the logged-in user's email address.
  • Note: If the Email-to-Case address is in the CC field instead of the To field, the From address defaults to the user's address, not the Email-to-Case address.

Forwarding an Inbound Email:

  • With 1 recipient in the To field: The From address auto-populates with the Email-to-Case routing address.
  • With 2 or more recipients in the To field: The From address auto-populates with the logged-in user's email address.

Lightning Experience

Sending a New Outbound Email from an Email-to-Case Generated Case: The From address defaults to one of the Email-to-Case routing addresses. Use the drop-down to select a different routing address if needed.
Replying to an Inbound Email: With 1 or more recipients in the To field, the From address auto-populates with the routing address to which the original email was sent.

  • Note: If the Email-to-Case address is in the CC field instead of the To field, the From address defaults to the user's address.

Forwarding an Inbound Email:

  • From the Email Related List: The From address auto-populates with the logged-in user's email address.
  • From the Case Feed email item (opens Case Email Composer): The From address auto-populates with the routing email address.

Setting a Custom Default From Address

If users need to consistently use a specific From address (such as support@acme.com), create a custom Email Action and set a Predefined Field value for the From field of the Send Email action. The user must click Reply in the Case Feed to open the Case Email Composer for this pre-defined value to apply.




Review Set Predefined Field Values for Quick Action Fields

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