We have a process that sends an email to a third party which converts the email to an SMS and sends it to our customer. When the customer replies to the message, the third party forwards their reply to the email address that sent the orginial email.
The email alert that send the email to the third party will be from an Org Wide Email Address and we plan on using EmailtoSalesforce to reinsert their reply onto the record in Salesforce with an rule in the mailbox.
Once this is completed, is it possible to automatically forward the email from Salesforce to a recipient/record owner/custom email field on the record?
1 answer
Hi Matt,
if I correctly understood your need, it is possible.You have to create an Email Alert with the following characteristics:
- object: the object of your record
- recipient type: you can set Owner/Email Field based on your needs
- recipient: you can set Record Owner or a custom email address depending on what you have selected in recipient type
- You can enter up to five (5) email addresses to be notified: you can also let the recipient empty and insert specific email addresse in this field
Then you create a process builder on the Email Message object creation. In the condition you have to check that the email message is related to the correct object type. If so, you the process builder will call a flow.
This flow will accept your recrod id as input variable and it just fire the email alert you created passing the record id to it.
Regards,
Daniele Tecci
