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Learner SFDC asked in #Customer Service
Apr 14, 2021, 11:15 AM

Hi all i have a req which says when ever a case is created from email to case, reply should have the defaulted from email address

Hi all i have a req which says when ever a case is created from email to case, reply should have the defaulted  from email address how can i do this???? i tried by adding a email quick action and added it on the page layout which is essentially not working :(

 

can some one suggest other ways to acheive this???
1 answer
  1. Manoj Nambirajan (Dell Technologies)
    Apr 14, 2021, 6:09 PM
    Hi There,

     

    If you want to use a specific FROM email address, you may create a predefined field value for the FROM field of the send email action. This will be the default FROM email address in the Case regardless on what FROM address is set in the previous email. In order to use this feature, keep in mind the user must click on Reply in the Case Feed to bring the Case Email composer in order to have the From address auto-filled according to the pre-defined field value in SendEmail quick action.
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