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

게시 일자: Jul 24, 2026
상세 설명

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.

솔루션

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.

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Salesforce Help | Article