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I just set up Email-to-Case for an org that was using Email Agent(yes, hard to believe).

When I send email to [email protected], Salesforce Case AutoResponse rules are configured to execute and send a canned email template back to the sender.

Yet ...

  • Debug log shows Case Auto Response rule executing and generating an email response
  • Salesforce shows email as delivered (R/D in email log)
  • Mail does not appear in sender's inbox!
  • Mail is not in spam or trash !

And further yet ...

  • If I send via the SFDC Case UX the exact same template as used in the Case AutoResponse rules ...
  • The mail is received by the recipient

What is going on?

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The org uses Email Relay and I needed to get IT support from the Mail Server team

They observed the following in the mail server's logs:

Oct 12 18:04:07 edge04e postfix/smtp[3729]: 6E6AF534CC3: 
to=<[email protected]>, 
relay=mail.mycompany.com[129.xxx.xxx.xxx]:25, 
delay=0.13, delays=0.02/0/0.04/0.07, dsn=5.7.1, 
status=bounced (host mail.mycompany.com[129.xxx.xxx.xxx] 
said: 554 5.7.1 [VO-1] Message blocked due to spam content in the message. (in reply to end of DATA command))

Turns out the spam filter was sensitive to how SFDC Case Autoresponse replies are constructed but not sensitive to the same email template used in a Send Email command from the UX

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