Hi!
My company has many clinics in the United States as clients. We work in the health sector and our clients(clinics) send us e-mails on different platforms that encrypt emails (barracuda, mimecast, etc).
We have email to case created for the customer support team to answer them, but since they are encrypted emails, we cannot classify them, do not have the attached documents in the case, nor can we work on them in Salesforce. Has this happened to any of you? any solution? App??
Thanks
Antonio
In both circumstances, the sender is the one that controls the encryption policies used.
With the first issue, the sender is probably using OME (Office 365 Message Encryption) - which will automatically decrypt the message if both parties are O365 users. If the recipient is not O365 (Salesforce in your case), then the message is sent with an envelope (the secure link).
With the second issue, if you are getting the link (a.k.a. envelope) and not the email itself, then it is likely that TLS isn't being used - or the sender did not configure to send via TLS. For instance, Mimecast (as one example) can be configured for "Enforced TLS - Fall back to Secure Messaging". This means that if TLS can't be used to encrypt the message, then the server will send the message via the secure link/envelope service (which is what you are receiving).
There really isn't a single answer to solve the issue. Rather I think you will need to work with each client you are having challenges with - and having their email team diagnose why TLS 1.2 encryption isn't working. They will have tools to determine how the message is being sent to you. It could be sender has just chosen to always us the envelope service and not use TLS, too.
References:
https://docs.microsoft.com/en-us/microsoft-365/compliance/ome-version-comparison?view=o365-worldwide
