Configuring Email-to-Case
Unite (omni-channel routing) is deprecated Unite (omni-channel routing) is now deprecated. To route cases, use Salesforce external routing. For information, see Integration with Salesforce external routing in Vonage Contact Center omni-channel solution.
To configure Email-to-Case, perform the following steps:
- Go to the Administration Setup Page in Salesforce.
- On the left-hand side of the Salesforce window, in the App Setup or Build section, expand Customize and then Cases.
- In the expanded list of items, click Email-to-Case. Email-to-Case Settings appears.
- Click Edit. Email-to-Case Settings appears in edit mode.
- Select the Enable Email-to-Case and Enable On-Demand Service check boxes. Click Save. Your changes are saved and Email-to-Case Settings appears in read mode.
- In the Routing Addresses section at the bottom of the Email-to-Case Settings page, click New. Email-to-Case Routing Information appears.
Provide the following information:
Field Description Routing Name The name of the routing address. For example, Email to case routing. Email Address The inbound email address. This is the address that customers send emails to. Emails sent to this address result in Salesforce creating corresponding new cases. Case Priority The value assigned to the Priority field on the new case when created. You might have multiple email addresses that a customer can use—one address for urgent support requests, and another for general queries. Case Origin The value assigned to the Origin field on the new case when created. Click Save. A dialog box appears informing you that you must verify the provided email address. An email is sent to the address you provided for verification. Your changes are saved and Email-to-Case Routing Information appears in read mode.
For general assistance, please contact Customer Support.
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