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Email-to-Case Does Not Assign the Correct Record Type Configured in Email-to-Case Settings

Publiceringsdatum: May 11, 2026
Beskrivning

When a user sends an email to an Email-to-Case routing address or service address, the Case created in Salesforce may not reflect the record type configured in the Email-to-Case settings. This issue typically occurs for one of two reasons:

  1. The Email-to-Case routing address is in "Pending" (unverified) status.
  2. The Automated Case User does not have access to the specified record type.

This article provides steps to verify the routing address and ensure the correct record type is assigned when cases are created via Email-to-Case.
Note: You must be logged in as a System Administrator to follow these steps.

Lösning

Verify the Email-to-Case Routing Address

  1. Open Setup and search in Quick Find for Email-to-Case.
  2. Under the Routing Addresses section, click on the routing name of the affected Email-to-Case address.
  3. Under the Email Address Detail section, click [Verify] and click Continue.
  4. A verification email is sent to the routing address.
  5. Click the verification link in the email to complete verification.

Check Automated Case User Record Type Access

If the routing address is already verified but cases are still not getting assigned to the correct record type:

  • Confirm that the Automated Case User profile has access to the record type specified in the Email-to-Case routing configuration.
  • Navigate to Setup | Profiles | [Automated Case User Profile] | Object Settings | Cases, and verify the record type is assigned.

For more information, please review Email to Case Routing Address default values are not reflected on the Case record and Assign Record Types and Page Layouts in the Enhanced Profile User Interface

Knowledge-artikelnummer

000387390

 
Laddar
Salesforce Help | Article