Configure Email-to-Case

Display emails in HTML in the case feed view and email editor. If this setting isn’t selected:

• Service reps see emails in the case feed in text format.
• When reps reply to an email, the message is copied to the email editor as text instead of HTML.

Use this setting for email feeds in Lightning, Lightning console apps, or Salesforce Classic console apps. It doesn’t apply to email feeds in Salesforce Classic.

Automatically convert attachments from inbound Email-to-Case messages into Salesforce Files.

Salesforce files created from Email-to-Case attachment conversions don’t inherit sharing settings from the parent record. By default, file sharing settings are set to Viewer. Viewers can view, download, and share files. The Attachments related list shows both attachments and files.

Applies to inbound emails, and applies only when attachments are saved as Salesforce files. To conserve storage, this option prevents Email-to-Case from creating an additional Salesforce file when an attachment is already saved in the email thread. Instead of creating another Salesforce file, Email-to-Case includes a link that points to the original attachment.

Selecting this option changes the behavior in Case Files and Attachments related lists to show only one ContentDocumentLink for each unique attachment.

Some email clients create links rather than attachments for signatures.

Notify email senders when there’s an error during Email-to-Case processing.

If end users and administrators both receive a notification and attempt to re-send the email, duplication issues may occur.

Exclude previous thread content in email replies. This setting reduces the size of outgoing emails and makes it less likely that responses exceed the email size limit.

This setting overrides the Insert email threading token in email body settings. If a Ref ID or Lighting threading token is found in the email being replied to, it's placed in the reply.

Send outbound emails from Email-to-Case using a Gmail or Outlook account instead of Salesforce email services. You can set up external outbound email services in Lightning Experience only.

When you configure the routing address, under Outbound Service Settings, select Gmail or Outlook as the external email service and connect to your email account. After this connection is authenticated, Email-to-Case can reply to emails sent to that routing address through your Gmail or Outlook server.

When you authenticate your connections to Google or Microsoft, Salesforce uses the OAuth 2.0 protocol to get tokens from the Google or Microsoft authorization server. That’s when necessary permissions (such as sendEmail) are granted and tokens are securely stored. Later, the tokens are used to call Microsoft Graph API and Gmail API to send the email.

You can manage the Salesforce app in apps connected to Microsoft or Google. If you delete the Salesforce app or revoke granted permissions, the token Salesforce stored is invalidated.

Email-to-Case OAuth connections depend on the external email provider's token policies. Because these tokens expire periodically, the connection can become invalid. To restore the connection, disconnect and reconnect the integration.

This setting is available in Professional, Enterprise, Unlimited, and Developer editions only.

Insert email threading token in email subject (Recommended)

OR

Insert email threading token in email body (Recommended)

Add an email threading token to the email subject, email body, or both. In Lightning threading, these tokens are unique strings that help Email-to-Case match emails to the right cases. While similar to Ref ID strings, threading tokens are generated in a way that meets Salesforce security standards. We recommend selecting both settings. In orgs created in Spring '23 or later, these settings are on by default.

If you don’t see these settings, you’re using an outdated threading method called Ref ID threading. We strongly recommend that you switch to Lightning threading, which combines header-based and token-based threading.

Insert thread ID in the email subject

OR

Insert thread ID in the email body

Add a thread ID, known as a Ref ID, to the email subject, email body, or both. A Ref ID is a unique number that identifies the organization and case associated with the outgoing email.

If you see these settings, you’re using an outdated threading method called Ref ID threading. We strongly recommend that you switch to Lightning threading, a more secure option that combines header-based and token-based threading.

Allow Salesforce to process your incoming emails. Select this option unless you’re using a custom solution to keep email traffic inside your network’s firewall.

Previously, Email-to-Case relied on an installed agent instead of the on-demand service. The older version is no longer supported, and the agent isn’t available for download.

Choose what Email-to-Case does with emails that surpass your organization’s daily email processing limit:

• Bounce message—The email service returns the message to the sender or to the Automated Case User, with a notification that explains why the message was rejected.
• Discard message—The email service deletes the message without notifying the sender.
• Requeue message—The email service queues the message for processing in the next 24 hours. If the message isn’t processed within 24 hours, the email service returns the message to the sender with a notification that explains why the message was rejected.

If you limited the email addresses and domains available for Email-to-Case in the Accept Email From field, choose what happens to messages received from senders who are blocked:

• Bounce message—The email service returns the message to the sender or to the Automated Case User, with a notification that explains why the message was rejected.
• Discard message—The email service deletes the message without notifying the sender.