We're using the new threading behavior for email-to-case because customers/agents prefer to keep the back-and-forth with agents all in one thread.
But say I want to send an automated reminder to a customer, such as 'This is a gentle reminder to reply or schedule a meeting or it will close in 24 hours.'
Is it possible to have this auto-reminder delivered as part of the original thread? In other words, it would behave the same as if an agent were responding in the email composer and the entire thread would be delivered along with the auto-reminder.
15 件の回答
How to Thread an Automated Reminder in Salesforce Email-to-Case:
- Use the Original Case Thread ID
- Salesforce uses a unique identifier called the Thread ID (e.g., [ref:ABC1234567:ref]) to associate emails with cases.
- This is usually auto-included in the subject line and/or email body by using email templates.
- Configure Your Workflow or Flow
- Create a Scheduled Flow or Time-Based Workflow Rule that triggers your reminder.
- Use an Email Alert that references the original case.
- Make sure your email template includes the Thread ID (typically added via merge fields like Case.Thread_Id).
- Use the Same 'From' Email Address
- Make sure the reminder is sent from the same email address as the original thread (i.e., your Email-to-Case support address).
- This helps prevent it from being seen as a new thread.
- Use the Original Case Thread ID
