When case is created (phone, email or web), we have workflow with emails are send using the workflow with an email alert. However, not everyone is a contact, is it possible for recipients : Field: Contact Email Email or Field: Web Email? - Answers - Salesforce Trailblazer Community
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Jesus Castro felixJesus Castro felix 

When case is created (phone, email or web), we have workflow with emails are send using the workflow with an email alert. However, not everyone is a contact, is it possible for recipients : Field: Contact Email Email or Field: Web Email?

When case is created (phone, email or web), we have workflow with emails are send using the workflow with an email alert.  However, no everyone that contact us is a contact in Salesforce. What is a good way to handle sending the email either to Field: Contact Email Email or  Field: Web Email?  Is it posible to handle it in the email alert?

The email alert send to allow  to select both Field: Contact Email  and. Email Field: Web Email but not to add a OR
Best Answer chosen by Jesus Castro felix
Amnon KruviAmnon Kruvi
Hi Jesus, 

You won't be able to do this in the same workflow, reason being that your email template in one can be based on contact, while the other can't have contact fields.

To do this, you'd want separate workflow rules for cases that have contacts and those that do not. You can create email actions that are sent to email fields directly.

All Answers

Amnon KruviAmnon Kruvi
Hi Jesus, 

You won't be able to do this in the same workflow, reason being that your email template in one can be based on contact, while the other can't have contact fields.

To do this, you'd want separate workflow rules for cases that have contacts and those that do not. You can create email actions that are sent to email fields directly.
This was selected as the best answer
Jesus Castro felixJesus Castro felix
Thanks Amnon,I forgot to say, that we do not have any contact fields in template at the moment. It is just a generic one. I just want make that we do not send 2 emails to those who are contacts (the case will have contact: Email and Web Email.

I was also to thinking to make a workflow for no contact. I just need to check how to make it in the work flow Contact blank or no contact
 
Amnon KruviAmnon Kruvi
You'd still want 2 workflow rules - one that checks that there IS a contact, and one that checks that there isn't one. That should prevent any double emails. 
Jesus Castro felixJesus Castro felix
Thanks, I will do that