We have Email to Case enabled so that when emails are sent to support@xyz.com they appear in SalesForce.
We have tried to create two auto responses ( one to let clients know that the email has safely been recieved and another when the email is assigned to an agent).
We have managed to setup the case auto response to automatically send the initial response , and this comes from the support@xyz.com.
However, we could not find a process to setup the auto response when the case is assigned to an agent. We resorted to using an email alert to send to the client however ( please correct me if I am wrong) I had to input a second "outbound" email address called support3@xyz.com.
I have 2 questions:
1. Where in the system did i setup the second email address as i can no longer remember where i set it up :)
2. Is it possible to set this up using some sort of processes, that can both run off the same email addresses
1 answer
Hi Calum,
1. You might added the second email address in the Organization-Wide Addresses.
2. You can't use the email-to-case address for email alert. You need to use one of the emails from Organization-Wide Addresses.
Hope that makes sense.
Regards,
Jayson
