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Prabhjot K
Status update on email login via einstein activity capture
Hi All,
We have a requirement to update a status field on a custom object whenever email activity gets logged in or sent via einstein activity capture. Initially, the status is open when an email is sent the status updates to "Waiting for guest response" and when the guest responds the status updates to "Guest replied".
I am not sure how this functionality can be achieved. Can this be done via process builder or Apex trigger? Can someone please guide me in the right direction ad help with this functionality?
Thanks!
We have a requirement to update a status field on a custom object whenever email activity gets logged in or sent via einstein activity capture. Initially, the status is open when an email is sent the status updates to "Waiting for guest response" and when the guest responds the status updates to "Guest replied".
I am not sure how this functionality can be achieved. Can this be done via process builder or Apex trigger? Can someone please guide me in the right direction ad help with this functionality?
Thanks!
Workflow Rule:
Just to explain how the above works, the “Is Incoming” field is an automatic read only field that you can’t do a lot with. This is because it is automatically populated whenever an email is passed through Salesforce to the case. This is the indicator we are going to use to know if an email is being sent by our agent or if it is incoming from a customer.
After the Workflow trigger has been set up, we need to add a field update to correspond with the case status that is updated when it is in the hands of the support agent (as the email is incoming).
This workflow will then need to be cloned but created with the Value = False and the Workflow field update to obviously correspond to when it is in the customers hands.
Apex Trigger:
This is just a sample trigger. Please modify the logic to update the status accordingly
Please mark this answer as Best if you find this information shared helpful
Thanks for replying. I think we cannot use email message object when we are using einstein activity capture. EAC only captures emails in the activity timeline of the object. Also, EAC doesn't work with custom objects. In this scenario, do you think I can use a trigger on the activity object?
Thanks!
Here is a sample code
NOTE: The code provided is an example. You'll need to review and make modifications for your organization
Let me know if it helps