I am using web-to-case, where the user submits the application form and it creates a case in my org.(When the case gets created in my org, I have set an workflow rule which sends an auto response mail to user's mail from let's suppose abc@test.com)

Now if the user replies to that auto response, it will go to the inbox of abc@test.com

Now whatever reply user is sending to abc@test.com, it needs to be tracked in activity history of the case generated through web-to-case functionality in the beginning.

Can someone please help me achieve this as I am new to Salesforce.

Thanks in Advance!!


There is no way for Salesforce to know what is sent to or sent from abc@test.com.

Email-to-case creates an email address that SF has access to. When emails are sent to this address SFDC processes them, attempts to find existing cases and creates a new case if needed. You can develop custom handler to process the emails and add extra features.

In your case you could also develop a trigger on the Email Message object (which is were the emails are stored) that can parse the email and update the case as well. This is a slightly simpler solution to a custom handler but will provide far fewer features.

  • Thanks for the response gNerb, Can you please provide more insights on how this trigger can be built ? – Chinmai Nuthikattu Aug 28 '18 at 10:25
  • You'd have to enable email-to-case for the trigger idea to work. And unfortunately it's against the sites policy to answer "do it for me" type questions. If you use the documentation I provided and take a shot at developing a solution you can open a new question to ask for help on those specific issues. – gNerb Aug 28 '18 at 16:07

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