#Email Messages1 discussing

Hello Trailblazers, 

  I want to send an email with the contents that have curly braces, is there any way to send the mail with that content? I tried searching the validation rules, I think something else is filtering these content, what could be the possibilities ?

#Email

#Service Cloud #Salesforce

#Trailhead Challenges #Salesforce Developer #TrailblazerCommunity #Salesforce Admin #Email Messages #Sales Cloud #Send Email

I am trying to build a flow for Email-to-Case that would allow automated ownership and field changes based on the related email messages.

What I have in mind:

1. Email arrives to either one of these queues:

• • Broker_Emails_UK_Office (routing criteria: if related account`s party code is NOT ”LMEU”, go to this queue)
  • LMEU_Emails (routing criteria: if related account`s party code is”LMEU”, go to this queue)

2. Autoresponse email is sent

3. Team is taking ownership of cases manually from the respective queues

4. Response is sent by agent – Case status automatically changes to: “Response Sent” and ownership moved back to: In_Progress_ Broker_Emails_UK_Office OR In_Progress_ LMEU_Emails

5. When a response is received, the case status changes to: “To Respond” and agents can take ownership manually again

6. Once the case is resolved, either the agent closes the case or if there are no incoming or outgoing emails related to that case, change the status to “Closed”.

7. If a customer responds, change the case status to “To Respond”

This is the solution I tried to create, but no luck so far:

1. Object: Email Message;  “A record is created” & “after the record is saved”
2. I added as conditions the FromAddress OR ToAddress EQUALS the email-to-case email address ( Not sure if that`s a good idea….or how else could I filter for the relevant messages. I am a bit concerned that if an agent changes the From address, things may get missed. This should supress autoresponder though.
3. Get records: To get related cases – Object: Case, Conditions met: Id EQUALs {!$Record.RelatedToId}; Only the first record, Automatically store all fields
4. Decision: Incoming Emails for Different Offices
   1. Route: Outgoing Email - UK Office
      1.  $Record > Is Incoming EQUALS FALSE) AND ({!Get_Related_Cases.Account.Party_Code__c} NOT EQUAL “LMEU”)
      2. Assignment: {!Get_Related_Cases.OwnerId} ADD– queue`s id ( I realise that hard coding is bad, but with get records I didn`t know how to look up the custom metadata types`s record for 2 records that correspond to the 2 queues and not only have a specified or all items there. Do I do 2 separate get records?
   2. Route: Outgoing LMEU email
      1. ({!$Record.Incoming} EQUALS True) AND ({!Get_Related_Cases.Account.Party_Code__c} EQUALS LMEU)
      2. Assignment: {!Get_Related_Cases.OwnerId} ADD Queue`s id
   3. Decision: Close?
      1. ({!Get_Related_Cases.LastReferencedDate} GREATER THAN here I created a formula variable {!Notreferencedfor5days} ) .

 {!Notreferencedfor5days} = NOW()-5

                       4. Assignment: Close case: {!Get_Related_Cases.Status} EQUALS Closed

Testing:

The ownerships didn`t change as expected.

I hope someone can guide me in the right direction. Any help is appreciated!

Thank you!

@Salesforce Flow Automation 

Might not be the right place for the question, but I am counting on this groups advanced expertise to help.

Do email message records (from enhanced email) relate automatically to the newly converted contact, Account, and (more specifically) created Opportunity on a lead conversion?

Background:

Converting leads in an Org, to matching Account and Opportunity records (creating new Opportunity). All of the activity (including email messages - enhanced email) appears on the Opportunity page. When the user expands the message, and then clicks reply from the Opportunity page, He is unable to create an email. I isolated the reason - the email message is NOT related to the associated Opportunity. If he clicks the name of the converted lead, he links back to the created contact record, and then you can write an email, and manually relate it to the Opportunity. 

Logged in as myself, I am able to relate these, but when I click the reply link, it links to the converted lead. Reason? I have view/edit converted leads. Removed that permission, and I can't do it. Gave the user that permission, and he can now create email, but again, relates to the converted lead (which will go to the contact, but not the Opportunity). I don't want to give him view/edit converted leads.

Difficult to find information on this. The only thing I see is from Salesforce, that List Emails do NOT relate to the Opportunity. 

I suspect standard behavior - they show on the Opportunity page. But the problem is these famous last words... "It worked just fine until a couple of months ago."

Converted Lead Behavior