Loading

Display the Count of Emails against a Case via Flow

Publiceringsdatum: Jun 3, 2026
Beskrivning

This article explains how to use Salesforce Flow to automatically count the number of emails sent and received against a Case record. When an email is created on a Case (whether incoming or outgoing), a Record-Triggered Flow on the Email Message object increments a custom Number field on the related Case to maintain a running email count.
Test all steps in a Sandbox and thoroughly test before making changes in a Production environment.
This is an example use case that counts all incoming and outgoing emails. You can add additional conditions to the Flow logic to count only specific email types, such as incoming emails or draft emails.

Lösning
Create a Number Field on Case Object
Create a Flow on Email Message
Check your Organization Routing Address


Create a Number field on the Case Object

Step 1. Navigate to Setup


 
Step 2.  Click on Object Manager and then Case
 




 
Step 3. Click on Fields & Relationships and New

 
Step 4. Set the field type as Number and click on Next
 
Number.png


Step 5. Set the Number field properties. For this example we will use these values. Once you are done click on Next button
 
Field LabelCount of Emails
Length18
Decimal Places0
DescriptionThis field is populated by a flow and counts the number of incoming and outgoing emails against a case
Help TextDisplays the count of emails related to the case
Default Value 0

Step 6. Mark the field as accessible to the relevant Profiles (or permission sets) and then press Next.
 
Field Level Security.PNG

Step 7. Select the necessary Page layouts to add to and then press Save
 
Page Layout.PNG

Create a Flow to count emails related to a Case

Step 1. Navigate to Setup


Step 2. In the Quick Find enter and click on Flows


Step 3. Click on New Flow. Set the Flow as a Record-Triggered Flow and press on Create


Step 4. Set the Object as Email Message. In the Trigger the Flow When, choose A record is created


 
Step 5. In Condition Requirements, choose All Conditions Are met (AND), Set Entry Condition to ParentId, operator Is Null, value FALSE and make sure the Flow is optimized for Actions and Related Records and then press Done
 
Email Message Entry condition.PNG
 
Step 6. Click on the + sign, which is located between the Start and End elements of your flow, and in the search field, enter and select Get Records.

Get Records.PNG

Step 7. Configure your Get Records element as below to get related cases.
a. Give it a Name; in this example, use (Get_Related_Case). The API name will automatically be filled in.
b. Enter your Description. (e.g Fetches the Case Record related to the Email Message)
c. In Get Records of This Object, set the object to Case
d. In Condition Requirements, select All Conditions Are Met (AND)
i. Field = Id
ii. Operator = Equals
iii. Value = {!$Record.ParentId}
e. In How Many Records to Store, select Only the first record
f. In How to Store Record Data, select Automatically store all fields. Click on Done

New Get Records.PNG
Filter Case Record.PNG
 
Step 8. From here, let’s create a formula that takes the current value from the Case Email Counter and increments it by 1
a. Select Formula as Resource Type
b. Enter API Name (e.g CaseEmailCount)
c. Add Description (e.g Takes the initial email count from the Case and increment this by 1)
d. In Data Type, select Number
e. In the Formula field, use the one below. Click on Check Syntax and Done
{!Get_Related_Case.Counts_of_Emails__c} + 1

New Resources.PNG

Step 9. Now let’s update the Case field, in the Flow Canvas click on the + sign and select Update Records
a. Enter a Label, and the API name will be generated automatically
b. Enter Description (e.g Sets the Email Counter on the related Case)
c. In How to Find Records to Update and Set Their Values, select Specify conditions to identify records, and set fields individually
e. Set the Object as Case
f. In Condition Requirements to update Records, select All Conditions Are Met (AND)
i. Field = Id
ii. Operator = Equals
iii. Value = {!$Record.ParentId}
g. In Set Field Values for the Case Records, add the following details below. Once completed, click on Done
i. Field = Counts_of_Emails__c
ii. Vaue  = {!CaseEmailCount}

This is how your Flow should look once it is complete

Step 10. From the Flow Builder, press Save, define a Flow Label, and set a Description (the API name will automatically be generated)
 
Save the Flow.png
 
Step 11. Click on Activate
Activate.png
 
Once the Flow is activated, it's time to test your work 

Note: As you can’t currently debug an Email Message Record-Triggered Flow natively, the best way to test this is to email your email-to-case routing address.


You can find your routing address by navigating to Salesforce Setup.

Step 1. Navigate to Setup 

 
Step 2. Use the Quick Find to search for Email-to-Case 


 
Step 3. Click on Edit next to the necessary routing address
 
Routing Address.png

Step 4. From here, you should see the address under Email Services Address


Tip: If you don’t see this in a Sandbox, press Save and then Edit to generate the address.

This address will be unique to each Salesforce environment, so it will be different between sandboxes and production.

Sending an email to this address should generate a Case and therefore trigger the Email Message Record-Triggered Flow.


_________________________________________________

Written by: Tom Bassett | Salesforce Answers Leader
Tom Bassett is a Solution Architect at Trigg Digital and has 5+ years of experience with the Salesforce platform. He aspires for customers to gain the most out of the CRM and spreads the Ohana culture by supporting the wider Trailblazer Community with new feature ideas and providing answers to questions posted. He co-leads the London Architect Community group and also contributes to Salesforce Ben as an expert Author.

Submissions reflect only the opinions of the user who made available the Submission and not the opinions of Salesforce, regardless of whether the user is affiliated with Salesforce, and may contain or constitute products, services, information, data, content and other materials made available by or on behalf of third parties ("Third Party Materials). Salesforce neither controls nor endorses, nor is Salesforce responsible for, any Third  Party Materials, including their accuracy, validity, timeliness, completeness, reliability, integrity, quality, legality,  usefulness or safety, or any applicable intellectual property rights. Any Submissions made available through any message board or forum in response to posted questions, or that otherwise purports to answer any questions, including any questions about Salesforce or Programs, are made available for your general knowledge only and should never be relied upon as answers to your specific questions (even if an answer is marked as a “best” answer or with any similar qualifications). You should always contact Salesforce support for answers to your specific questions. Salesforce has no control over Submissions, and is not responsible for any use or misuse (including any distribution) by any third party of Submissions. 

If you have questions, tap into the wisdom of our entire Trailblazer Community here: https://trailhead.salesforce.com/trailblazer-community/feed
Knowledge-artikelnummer

000394643

 
Laddar
Salesforce Help | Article