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I am working on the on service cloud so it is very important for our agents to send email from case and they always use it to send emails.

For that I have created email action and added this to chatter. Upto here it is fine. But, The agents wants to send the emails to Contacts. I have set the predefine values of "ToAddress" to this formula: 

IF( Case.ContactEmail != Null, Case.ContactEmail, Case.SuppliedEmail )

But, I observed that salesforce takes the case.SuppliedEmail even if there is contact linked to Case.

Can you please suggest me workaround for this standard behaviour of salesforce.

Much Thank in Advance!!

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2 Answers 2

Reset to default
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To send the email from action, you don't need to define pre-defined 'ToAdress' field.

By default, it takes contact email id like this way.

Email Publisher

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  • I agree with you. It's true. But in my case the emails are coming from Email-To-Case and in this case the 'toAddress' is populated by the suppliedEmail. Looking forward for your thought.
    – Krishna Bidwai
    Dec 11, 2019 at 10:16
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If you use the standard Email Action, You don't need to pre-define the value of ToAddress field whereas if you created a custom case object specific Email Action, You need to Pre-define the value of ToAddress field.

enter image description here

The below action will be automatically enabled when you enable email-to-case in the org. To Recipients field is already pre-defined.

enter image description here

Now coming to your question,The below formula works well for me. 

 IF( Case.ContactEmail != Null, Case.ContactEmail, Case.SuppliedEmail )

See the screenshot below. It case detail has contact linked with it and it picked the contact email in the action.

enter image description here

whereas when i delete the contact from Case, It picks the web email as per formula.

enter image description here

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  • Thanks for detailed response. One think I like to know if the case you created was from web or email2case?
    – Krishna Bidwai
    Dec 11, 2019 at 11:47
  • It has been created from web. I have not created it with email2case.
    – sanket kumar
    Dec 11, 2019 at 11:55
  • yes if it's from email2case then it is picking suppliedemail whatsoever the predefine value.
    – Krishna Bidwai
    Dec 11, 2019 at 13:19

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