Hi All, 

I have a question regarding sending emails from objects such as: accounts, contacts & opportunities. There is a business requirement that when an email is sent from one of these objects  (in particular, a specific recordID under those objects, if there is a method for when the customer responds, for the reply (email message) to come back and attach to that specific recordID. This is achievable via a global action.

E.g: if an email is sent from john smith (contact) the reply to come back to john smith contact.

Now, we already have email-to-case setup, with responses coming back into the case, and I am able to push that however solution - however they do not see the current value in creating a case for each outbound email required. Now we could do automation in when every time an email is sent, an associated case is created and the respective email message is attached to the case. However I am looking if there are any other options around this?

The sales department do not want the sales reps to be emailing customers out of their personal inbox due to employees leaving etc.

Cheers.