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Auto-Response emails do not create Email message or Case in Salesforce Org

Date de publication: May 2, 2026
Description

When an inbound email is identified as an Auto-Response email, Email-to-Case in Salesforce does not create a new case or attach the email to an existing case. This article explains why Email-to-Case blocks auto-response emails and what the expected behavior is.
An Auto-Response email is identified by the presence of the X-SFDC-AutoResponse email header in the inbound message. This can occur when emails originate from the same Salesforce org, another Salesforce org, or any external system that sets this header.

Résolution

Why Auto-Response Emails Are Blocked by Email-to-Case

Email-to-Case is designed to block any inbound email that is identified as an Auto-Response. When an incoming email contains the X-SFDC-AutoResponse email header, Email-to-Case ignores the message entirely, regardless of whether it originates from the same Salesforce org or an external organization.

Expected Behavior

Because the inbound email is blocked at the header-detection stage:

  • The email is not attached to any existing case.
  • A new case is not created in Salesforce.
  • No email message record is created in the case feed.

This is the intended behavior to prevent Auto-Response loops from generating unnecessary cases in your org.


Additional Link
On-Demand 'Email-to-Case' Does Not Create Cases

Numéro d’article de la base de connaissances

000390062

 
Chargement
Salesforce Help | Article