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Aditya Patil 7 Capture customer responses to email notifications.
Currently, we have Service Cloud and a customer community on our Salesforce.
Agents and customers can create cases in Salesforce.
When certain fields of the case are updated, or an agent comments on it and email notification is sent out to the case contact and other contacts that may be cc'ed on the case (custom object).
These email notifications are DO NOT REPLY and are sent from a donotreply@xxx.com organization-wide email address. When a customer responds to this email that reply is lost today.
Our customers have requested that the replies to these notifications should be captured and the customer comments added onto the case.
We would like to capture these customer replies and tie them back to the case where it shows up as a feed item from that customer contact\user. We would also like to send an email notification to the customer that the case is closed if they respond to an email notification where the case has been closed.
We would appreciate it any guidance on how to proceed here to implement this feature?
Agents and customers can create cases in Salesforce.
When certain fields of the case are updated, or an agent comments on it and email notification is sent out to the case contact and other contacts that may be cc'ed on the case (custom object).
These email notifications are DO NOT REPLY and are sent from a donotreply@xxx.com organization-wide email address. When a customer responds to this email that reply is lost today.
Our customers have requested that the replies to these notifications should be captured and the customer comments added onto the case.
We would like to capture these customer replies and tie them back to the case where it shows up as a feed item from that customer contact\user. We would also like to send an email notification to the customer that the case is closed if they respond to an email notification where the case has been closed.
We would appreciate it any guidance on how to proceed here to implement this feature?
Hi Aditya,
Can you please tell me how you are sending an email notification to contacts and other objects, when they receive an email response, please?