Email from Case

The Salesforce: Email from Case Step is used to send an email that shows up in the history of a specific Salesforce Case. Typically, this step is used to reply to a customer while keeping correspondence visible in the Case.

The email that is sent by this step supports plain text email where the code /n can be used to insert line breaks in text.

Inputs

Connection

Select a connection that contains the passwords or keys that are needed to access the specific Salesforce instance. Since users can not enter secret information directly into the step input, a connection must be created in advance. Generally, connections are created by Administrators or IT Staff who have access to the necessary credentials.

Customer Email Address

This input contains a valid email address which is used as the recipient of the email message that is sent. Commonly, the senderEmail output from the Source Step is used here.

Response Body

A plain text message that is sent as the body of the email. This can be entered literally using outputs from previous steps, or more commonly, using the output from a Template Step. Only plain text is allowed and /n is used to create new lines in the message.

Email Subject

You can send an email using any subject line but it is common practice to include the subject line from the original message. This is easily done with the expression “RE: “ + subject where the output from the message source is referenced as source.

Salesforce Case ID

The externalId output from a Message Retriever step that is connected to Salesforce will contain the Salesforce Case ID of the case associated with the current message. This is usually the value that is used in this input.

Outputs

error

Normally, this will contain null. If an error occurs, this will contain the error message from Salesforce which can be useful for troubleshooting.

id

The ID of XXXXXXXXXXXXX

success

If the attempt to send the email was successful, this will have a value of True. Otherwise, it will be False.