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Delivered in Winter 21
Delivered in Winter 21

email to case loop

Case Management

Some NDS and bounce responses to new cases being created through email-to-case case an infinite email loop.
The email goes from SFDC to an address that generates a new but related email which it sends to SFDC. This then generates a new case email from SFDC. This then loops continuously.

Having some logic or filtering on the inbound emails in  SFDC to stop this would save 1000's of 'bomb' cases.

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Latest Comment from Salesforce

  • Noopur Bakshi - 1 year ago

    The functionality delivered in the Winter '21 release will not only stop the 1000+ cases created due to bounce back, but it will also ensure that when there is a reply-all or a reply to a forwarded email that it ties back to the same case instead of creating new cases. So in essense, the solution resolves more key use cases around duplicate case creation due to inbound emails. To learn more, please see: https://releasenotes.docs.salesforce.com/en-us/winter21/release-notes/rn_email_to_case.htm?edition=&impact=
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