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Hi all,

This is a questions for all experts, specifically in Service Cloud.

 

Unfortunately I could not find any similar situation so I can try a suggested solution. 

 

This is about auto-response for Cases. Supposing the following scenario is given:

 

  • Customer sends an email to a Routing Service Email Address assigned to Queue X on Email-To-Case
  • The email sent creates a case
  • Agent in Queue X forwards the email sent by customer to an internal team (no Contact records for internal team)
  • Internal team answers the email sent by agent in Queue X
  • Case Auto-reply is then sent to internal team (say email address internalteam@gmail.com)

Is there any possibilty auto-replies are not sent to internal team considering is just a team with no users nor Contact records in Salesforce?.

In other words, how can auto-replies be prevented of being sent only to the email address internalteam@gmail.com?.

 

I think, the only possibility is within the email account clients setting rules to avoid emails coming from the email addresses set on auto-response rule entries, but other criteria are needed for such rules.

I would appreciate any guidance from experts.

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