Requirement in web to case functionality ..we have 2 queues handling 2 different types of cases(2 brand types).whenever a customer replies to a case all the emails from customer should be routed to particular folder inbox.
( We enabled a web to case fnctonality , After a case is created ,which has a autoresponse rule that hits a email to customerthis this outbound email will show up in "activity history" for case record, but if a customer replies, the email goes to users Outlook inbox(User who is working on this issue), but inbound email does not get captured on Case.
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Is their any way to capture all the custome emails.
Hi Har par,
For this requirement, you should use Email-to-Case along with Web-to-Case. Web-to-Case creates the Case from the web form, but it doesn't automatically capture subsequent customer email replies.
With Email-to-Case configured, customers can reply to the Case email and Salesforce can associate the incoming email with the existing Case, so the message is recorded in the Case's activity/history instead of relying on users' Outlook inboxes.
You can also configure your Case assignment rules/queues so the Cases are routed to the appropriate queue based on the brand/type.
If inbound emails still aren't being attached to the Case after enabling Email-to-Case, check the Email-to-Case routing address and the Case email threading settings.
