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?
Best Answer
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:
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