Hi,
When emails are sent from cases, don't receive any out-of-office messages or failed email messages. In one case there was a typo error in the email address, but didn’t receive an error message like the one you get when you send an email incorrectly in Outlook. Can Salesforce capture and display Out-of-Office responses or email bounce-back messages for emails sent from Cases? Are there any email settings, Email-to-Case configurations, or deliverability options that need to be enabled to receive these notifications?
Thanks.
#Salesforce Admin #Salesforce Developer #Service Cloud #Case Management #Email Deliverbility #Email
One important nuance to add to Kundan's answer, because this trips people up on Cases specifically:
Bounce Management (Setup > Deliverability) flags the Contact/Lead/Person Account record, not the Case. Even with it enabled you will not get a bounce badge on the Case's email message itself, and 'Return bounced emails to sender' delivers the bounce notice to the sending user's own inbox, not onto the Case timeline. It also only kicks in reliably when the recipient resolves to a Contact/Lead/Person Account email, a free-typed typo address that matches no record can bounce with nothing flagged in Salesforce at all. That is most likely why your typo case showed nothing.
How OOO replies and bounce (NDR) messages actually behave: they are just inbound emails sent back to whatever From/Reply-To you used. If you send from the Case using your Email-to-Case routing address, those replies DO come back into Salesforce, but by default they usually create a brand-new Case rather than attaching to the original, unless threading matches them up (Lightning header-based Email-to-Case threading, or the legacy Ref ID token in the subject/body). So the first thing I would check: search for Cases created from the mailer-daemon or the recipient's mail server around that time. Your OOO and bounce messages are probably sitting there as separate cases.
If what you actually need is a reliable per-message 'did this bounce?' status shown on the Case, native Case email sending does not expose that. For that, route sending through an external email service/relay that reports bounces via webhook (e.g. SendGrid, or Email Relay with a mail server that returns delivery status), or use Marketing Cloud / Account Engagement for tracked sends. Those give true delivered/bounced status per message.
Quick checklist:
1. Setup > Deliverability: Bounce Management ON (flags Contact/Lead recipients).
2. Confirm you are sending with the Email-to-Case routing address as From/Reply-To so replies return to Salesforce.
3. Verify Email-to-Case threading (Lightning threading or Ref ID) so OOO/bounce replies attach to the original Case instead of spawning new ones.
4. For guaranteed per-message bounce status, use an external relay with bounce webhooks or MC/Account Engagement.
If this helps, please mark it as the Best Answer so it is easy for the next person to find. Thanks :)
