Hi all,
This is a questions for all experts, specifically in Service Cloud.
Unfortunately I could not find any similar situation so I can try a suggested solution.
This is about auto-response for Cases. Supposing the following scenario is given:
- Customer sends an email to a Routing Service Email Address assigned to Queue X on Email-To-Case
- The email sent creates a case
- Agent in Queue X forwards the email sent by customer to an internal team (no Contact records for internal team)
- Internal team answers the email sent by agent in Queue X
- Case Auto-reply is then sent to internal team (say email address internalteam@gmail.com)
Is there any possibilty auto-replies are not sent to internal team considering is just a team with no users nor Contact records in Salesforce?.
In other words, how can auto-replies be prevented of being sent only to the email address internalteam@gmail.com?.
I think, the only possibility is within the email account clients setting rules to avoid emails coming from the email addresses set on auto-response rule entries, but other criteria are needed for such rules.
I would appreciate any guidance from experts.
I'm just replied on your other thread about why your current flow isn't working as expected
https://trailhead.salesforce.com/trailblazer-community/feed/0D54S00000E9bJMSAZ