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Don't Skimp on Curly Brackets You may think that you're saving some space/typing with: if (em.Incoming) caseIds.add(em.parentId); But you're actually risking a very subtle bug. Commenting a line or adding a new line might not be codified in the if statement correctly, leading to unexpected logic errors or compilation errors. It's not worth it. Don't ...


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In your test class, you are trying to query a case record where you look up against a contact Id, that will never yield a result. Instead: List<Case> cs = [SELECT Id, ContactId, AccountId FROM Case WHERE Id = :cont.Id]; Change it to: List<Case> cs = [SELECT Id, ContactId, AccountId FROM Case WHERE ContactId = :cont.Id];


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That's just an artifact of using the developer console. If you use anonymous apex to run that query, and system.debug(myEmailMessage.Parent.RecordType.Name); (system.debug doesn't print nested objects, or does so very minimally) or system.debug(JSON.serialize(myEmailMessage));, you'll see that you do in fact get the data you requested in your query.


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The Lightning Flows would help in this scenario. You can set up a series of screens with decision points and even automate actions off the back of those responses. Even better, with Einstein "Next Best Action" you can recommend a script based on what the customer is saying.


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