- Can we route cases created by email-to-case to queues based on the Alias name?
- Ex. Disputes@self.inc (Alias to Help@Self.inc)
- Want to route this case to specified disputes queue
- Ex. Disputes@self.inc (Alias to Help@Self.inc)
- When we reply within a case, is there a way to reply back with the help@self.inc email account via the email alias name of disputes@self.inc?
- Ex. When we receive an email from disputes@self.inc and the agent replies, can this show coming from disputes@self.inc?
Ideal Experience
- Customer emails disputes@self.inc
- Agent replies and customer receives communication from disputes@self.inc
- All emails routed back and forth through help@self.inc
- For context, we aggregate all communications through this email account and ingest the records into our Source of Truth
2 answers
Yes, you can route the cases to any queue based on assignment rules or any process automation. For case email back snd forth they are set hy your set email id in the system. Which I believe can be set as display name different to email id.
