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            Add Routing Addresses for Email-to-Case

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            Add Routing Addresses for Email-to-Case

            Set and configure routing addresses to redirect case submissions to the email services address provided by Salesforce. A case is created when the email address you specify is listed in the To, CC, or BCC fields of a customer email.

            Required Editions

            View supported editions.
            User Permissions Needed
            To configure routing addresses for Email-to-Case: Customize Application
            Tip
            Tip

            To avoid a race condition that could route a case to the wrong destination or cause routing to fail, ensure that you don’t create conflicting routing procedures for cases created from emails.

            Here are common automations that can conflict with the Omni-Channel flow that routes emails, which can be set up during Email-to-Case setup.

            • Routing work with EmailMessage record-triggered flows or Apex triggers. If you run one of these automations and the Omni-Channel flow that routes emails, verify that the EmailMessage record-triggered flow or Apex trigger doesn’t route the first email in a thread by checking if the Case.SourceId matches EmailMessage.Id. If those fields match, don’t route with your record-triggered flow or Apex trigger–let the Omni-Channel flow route the case.
            • Route work with Case record-triggered flows or Apex triggers. If you run one of these automations and the Omni-Channel flow that routes emails, verify that you exclude email cases from any Case automations that route cases when they are created.

            Step 1: Create Your Routing Address

            First, create a routing address in Setup.

            1. From Setup, enter Email-to-Case in the Quick Find box, then select Email-to-Case.
            2. In the Routing Addresses list, click New.
            3. Enter an existing email address at which your customers can reach your support team, and give it a name. In trial orgs, this name is set as your email address and can’t be edited. This address will route emails directly to Salesforce and convert them to cases.
            4. Complete your routing address settings for cases converted from email. See the table at the end of this article for a definition of each setting.
            5. Click Save. A verification email is sent to the routing email address that you entered.
            6. Confirm your email routing address by checking its inbox for a Salesforce verification email. Or, click Verify next to the routing address on the Email-to-Case Routing Address page. You can't use unverified routing addresses to send emails, and you don't get all the benefits of verified email routing addresses.

            Step 2: Configure Your Email System

            Set up forwarding in your email system, and optionally, make changes to control routing and email access. Then, test and share your email address.

            1. Return to the Email-to-Case page in Setup. In the Routing Addresses section, notice that Salesforce generated an email services address for your routing address.
            2. Configure your email system to forward case submissions to the email services address that Salesforce generated.

              For example, suppose you add support@mycompany.com as a routing address. After it’s added, go to your email system’s settings and set up forwarding so all emails sent to support@mycompany.com are forwarded to the auto-generated email services address. The steps you follow vary depending on your email provider. See these guidelines about forwarding and setup recommendations for Microsoft Exchange.

            3. (Optional) If you’re using a Gmail or Outlook server instead of Salesforce email services for outbound email, specify the account under External Service and then connect to that account. Use the same email for the connection that you set for the routing address.
            4. (Optional) Set up an Omni-Channel flow to route cases dynamically to the right destinations, such as queues or service reps.
            5. (Optional) Enable Controlled by Permission Set if you would like to restrict access to this email routing address. If you select this option, only users who have access to this routing address via a permission set can use it to send email. You then have the option to specify these required permission sets.
            6. Test your email routing address by manually sending an email to it. Verify that a case was created to track the email, and check that its default settings match the routing address settings.
            7. After you add an email address as a routing address, share it with your customers. Customers can use this email address to submit cases to your support team.

            Step 3: Update the Email Action

            Configure the From field on the Email action so all responses to customer emails are sent from your general customer support address by default. This configuration helps to preserve email threads. If service reps must, they can always choose a different “Sent From” email address. This step is optional but recommended.

            1. From the Object Manager in Setup, select Case, then select Buttons, Links, and Actions.
            2. Click Email.
            3. In the Predefined Field Values section, click New.
            4. Select the From field.
            5. In the Specific Value field, select your company’s customer support address.

              To change the default sender address depending on the situation, customize the Email action and its predefined values per record type or page layout. For example, if cases originating from France use a particular case record type, configure the Email action for that record type so the From field defaults to your French support address.

            6. Click Save.

            Routing Address Settings

            Review guidance for completing routing address fields in Setup.

            Setting Description
            Routing Name The name for the routing address—for example, Gold Support or Standard Support. This name appears in the From field when a service rep emails a customer from this email address. In trial orgs, this name is set as your email address and can’t be edited.
            Email Address The inbound email address for this Email-to-Case routing address. Emails sent to this address create cases using the specified settings. The email address must be unique.
            Save Email Headers

            Save the email routing information associated with each email submitted as a case. Each saved email header can count up to 32 KB towards your organization's overall storage limit.

            Email headers over 32,000 characters are truncated. To view the full email header, add the Headers field to the Email Message page layout. Service reps can then view the full email details, including the header, using the View Email link from the case feed on the case record page.
            Accept Email From To limit the email addresses and domains that this routing address accepts, enter them here separated by commas. For example: john@mycompany.com, yahoo.com, gmail.com. Leave this field blank to let this routing address receive email from any email address or domain.
            Create Task from Email When an email is submitted as a case, automatically create and assign a task to the Automated Case User specified on the Support Settings page.
            Task Status Set the default status of any tasks created when emails are converted to cases. Create Task from Email must also be selected.
            External Service

            (Optional) Select a Gmail or Outlook account to send outgoing replies instead of using Salesforce email services. This setting supports standard outbound emails, such as those sent by a person, and not automated emails such as email alerts. The email address of the user sending the mail must differ from the routing address, or the email isn't sent.

            If Gmail or Outlook can’t send an email for some reason, the EmailMessage record still exists in Salesforce.

            Outgoing emails can affect your Gmail or Outlook limits. Sent emails appear in the external account’s Sent folder; they include a BCC recipient so that Salesforce can maintain the email header for threading.

            Some Gmail or Outlook rules can prevent an email from being sent; for example, if the email doesn’t meet your compliance rules. Gmail or Outlook may send a notification email to the sender, which is the routing address. Depending on the account’s redirect and forwarding rules, the notification email can cause Email-to-Case to create a case.
            Routing Address Connection

            Connect and authenticate to an external Gmail or Outlook email server, or disconnect from a previously authenticated external account.

            Before revoking access from a Gmail or Outlook account, first disconnect from the external account. Otherwise outgoing emails can’t be sent.

            Case Owner

            (Optional) Select a user or queue to override the Default Case Owner specified on the Support Settings page. For example, select a user to own cases originating from emails sent to this address. This field doesn’t affect the ownership of tasks created to track emails converted to cases.

            As an alternative to selecting a Case Owner, leave this field blank and create assignment rules that assign email cases to queues based on keywords. For example, create a rule that assigns all email cases containing the word “billing” to a particular queue. If a case doesn’t match any rule criteria, it’s assigned to the user in the Default Case Owner field on the Support Settings page.

            • Specifying a case owner negates auto-assignment rules, so case owners aren’t notified and queue members don’t get an email by default.
            • You can’t delete a queue that a routing address refers to. To point to a different queue, either delete the routing address, or edit the routing address settings.
            Case Priority The priority assigned to cases created from emails sent to this routing address.
            Case Origin The value assigned to the Case Origin field for emails sent to this routing address.
            Case Record Type

            The record type for a new case that’s created for emails sent to this routing address.

            Ensure that the Automated Case User under Support Settings has access to this record type. If they don’t, the created case may have unexpected values.
            Omni-Channel Flow An active Omni-Channel flow that’s used to route cases when they’re created by Email-to-Case.
            Fallback Queue An Omni-Channel queue that uses Case as the service channel object. If the flow can’t determine which queue to route the case to, it directs the case to this queue.
            Controlled by Permission Set

            (Optional) If you select this option, only users with access via a permission set can use this routing address to send emails.
             
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