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Yarlagadda SanjyothiYarlagadda Sanjyothi 

Web to Case: Is there any possibility to receive email responses on case when contact replies on autoresponse email

Hi,

We are using Web to Case. once a customer/contact creates a case using web to case an email is sent out as acknowledgement -via web to case setting for auto response. Is there any possibility to receive email responses on case when contact replies on email and establish a thread for case. this is possible with email to case but i am not able establish email communication using web to case. 

Thanks in advance
Danish HodaDanish Hoda
Hi There,
You can achieve this if you are using Email-to-Case or Email services.
 
Change the reply-to Address in the CaseAutoResponse rule to the email address in Email services/Email-to-case functionality and use Process Builder/Trigger on EmailMessage object to get the inbound emails coming to these emailIds.
AbhishekAbhishek (Salesforce Developers) 
Hi,

You have several things going on here.

1) Auto-Response
a) Create an auto-response template.
b) Create a Case Auto-Response Rule (Cases > Case Auto-Response Rules)
c) In the rule, use attach the template from a.

2) Case Assignment Notification - In Case > Support Settings, check the box "Notify Default Case Owner"

3) Send Replies - In the auto-response template include the Thread ID string (at least in the body, we include it in the subject line as well).  That way when the sender replies to the email, it will append the email to the case.

4) Notify case owners of new emails - go to the Case > Email-To-Case, and check the "Notify Case Owners on New Emails" at the top.


For your reference go through the below article,

https://help.salesforce.com/articleView?id=creating_auto-response_rules.htm&type=5

I hope you find the above solution helpful. If it does, please mark as Best Answer to help others too.


Thanks.