Genesys Cloud integrates with Salesforce's Email-to-Case feature to automate case creation from customer emails and streamline support processes. The system automatically creates and populates cases when customers send messages to designated support email addresses. Key setup requirements include:
1. Enabling Email-to-Case and On-Demand Service in Salesforce
2. Configuring Email-to-Case settings for email processing
3. Setting up routing addresses for monitoring incoming emails in To, Cc, and Bcc fields
4. Implementing Omni-Channel flow for case routing with:
- Run Flows or Manage Flow permissions for automated case users
- Verified routing addresses
- Configured flow settings
- Designated fallback queue using Case service channel
Workflow process:
- Customer emails arrive at routing address
- System creates new case if none exists
- Omni-Channel flow routes case to appropriate queue/agent
- Cases route to fallback queue if flow errors occur
Important note: External Routing Request Deletion flow must remain disabled to prevent configuration issues.
Note: This article applies to External Routing in CX Cloud from Genesys and Salesforce integration.
Email-to-Case is a Salesforce feature that automates the creation of cases from customer emails. When customers send messages to your support email addresses, Salesforce automatically creates cases and auto-populates case fields. This feature helps to streamline your support processes and ensures timely responses to customer inquiries. Follow these steps to set up and configure Email-to-Case:
Ensure to enable Email-to-Case and On-Demand Service. These settings allow Salesforce to handle incoming emails for case creation.
To customize how Salesforce processes and creates cases from emails, configure Email-to-Case settings. For more information, see Configure Email-to-Case.
Set up routing addresses that allow Salesforce to process emails sent to specified support addresses and create cases:
Define and configure the email addresses where customers send their inquiries.
Salesforce monitors these addresses and creates cases when an email is detected in the To, Cc or Bcc fields.
For an efficient case management, use Omni-Channel flow for routing cases from Email-to-Case. This method provides flexibility and avoids conflicts with other case assignment rules.
Set routing addresses: Create or edit routing addresses used for customer inquiries. Ensure that these addresses are verified to be used for Omni-Channel flow routing. For more information, see Configure Email-to-Case.
Configure Omni-Channel Flow: Specify the flow designed to handle case routing. Set a fallback queue to ensure cases are assigned even if an exception occurs. The fallback queue muse use Case as the service channel and have an Omni-Channel routing setup.
Note: Ensure that the External Routing Request Deletion flow remains disabled in Salesforce, as using it can lead to configuration issues.
How does Email-to-Case works with Omni-Channel Flow?
When a customer sends an email to the specified routing address:
Email-to-Case automatically creates a case if there is no other case exists.
The Omni-Channel flow executes and routes the case to the appropriate queue or agent.
If the flow encounters an error, then the case is routed to the defined fallback queue.