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Email Message "From Address" Displays the Reply-To Address in Email-to-Case

Julkaisupäivä: Jul 24, 2026
Kuvaus

By default, Email-to-Case populates the From Address field on the Email Message record using the From value from the incoming email header.

However, if the From value matches an existing Email-to-Case routing address and the email header also contains a Reply-To value, Salesforce populates the From Address field on the Email Message record with the Reply-To value instead of the From value from the email header.

Ratkaisu

This behavior is working as designed.

This behavior is intentional and helps prevent automated responses from being sent back to the Email-to-Case routing address, which could otherwise result in email loops.

Knowledge-artikkelin numero

005389825

 
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Salesforce Help | Article