Email-to-Case Explained
Email-to-Case creates a Case in Salesforce for every email received at a designated support address (e.g., support@yourcompany.com). It maps the sender's email to a Contact or Lead, captures the email subject as the Case subject, and stores the body and attachments on the Case's email related list. Subsequent email replies in the thread are automatically threaded onto the same Case using a unique Thread ID embedded in outbound email headers.
Salesforce offers two variants: standard Email-to-Case (a downloadable agent that runs behind your firewall and keeps email attachments larger than 25 MB accessible) and On-Demand Email-to-Case (fully cloud-based, supports attachments up to 25 MB, no agent installation required). On-Demand is the recommended approach for most organizations. Each routing address can be configured to set Case fields like Record Type, Priority, and Origin. Combined with Assignment Rules and Escalation Rules, Email-to-Case creates a fully automated support triage pipeline. Clientell AI can configure Email-to-Case routing, auto-categorization flows, and SLA-based escalation to streamline your support operations.
Related Salesforce Terms
Assignment Rule
Assignment Rules in Salesforce automatically route Lead and Case records to the correct user or queue based on predefined criteria.
Escalation Rule
Escalation Rules automatically escalate Case records that have not been resolved within a specified time frame, reassigning them or triggering notifications.
Service Cloud
Service Cloud is Salesforce's customer service platform that provides tools for case management, omnichannel support, knowledge bases, and field service operations.
Flow
Flow is Salesforce's declarative automation tool that lets admins build complex business processes using a visual, drag-and-drop interface without writing code.