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AASF Director

Workflow email alerts to contacts should be recordable as activity history

Process Automation

The new ability to send email templates to contacts triggered by time-based workflow is a great process automation capability, but we need to see the history of those emails against the contact. There should be a check box when you create an alert that is, "Track history" so that when a contact calls in to discuss the contact of the email we have a record of what was sent.

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Latest Comment from Salesforce

Jason Teller - 1 year ago

Quick update: thanks again for the feedback as well as the community solutions mentioned to help with updating activity history. While it is still on our radar and we've had some internal discussions on prioritizing this feature, we are continuing to focus on Lightning Flow specific investments in the near term.

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Comments ( 766 )

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Jeff Hilyard - 3 days ago

I'm commenting here because of the high point count -- this is email-to-case RefID pain.

We built an email-to-case solution using after-save Flows with lightning email template Email Alerts using the case RefId. Then we enabled email-to-case/on-demand email-to-case for the first time in production just after the Winter '21 release blissfully unaware of the email threading changes and now replies create new Cases. We redesigned the initial email with an auto-response rule which exhibits proper threading behavior, but I'm not sure we can do anything about replies to case comment notifications or case closed email alerts, other than plan for manually merging the cases using the Ref ID. It seems that even if the new headers can't be included in the outbound email alerts, if the alert email could be attached to the Case as an EmailMessage then email-to-case would see those MessageIds as related to the case and replies would thread.

Also that year-old Salesforce comment mentions not prioritizing this because of "focus on Lightning Flow specific investments" but Spring '21 Lightning emails from Process and Flow use Email Alerts!

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Jon Rolph - 5 days ago

We currently have a workaround in place that changes the Case Status to the applicable value whenever an email alert related to the Case goes out (e.g. "Client 21-day reminder sent") but it is entirely reliant upon Ref ID. With the incoming New Email Threading Behaviour, I am concerned that without email alerts threading properly, my workaround will cease to function completely.

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Lucy Worthington - 19 days ago

It would also be good if emails triggered by workflows showed in the activity history of leads. We are setting up a number of triggered emails according to lead status.
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Kelly Bentubo - 24 days ago

Well it's been a year since the last comment from Salesforce...as of today 66,160 points for this but no resolution. Wasn't the whole revamp of Idea Exchange to be working on customer requests for priority... Bueller...Anyone?

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Steve Fischer - 1 month ago

I've been using the work-around of creating tasks for years with the hopes that we'd get this. Now that we're able to add lightning templates to our email automated email alerts, having a clean record would help complete the feature.

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John Crapuchettes - 2 months ago

Must have now thta Case Thread ID is broken.
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Andy Bateson - 2 months ago

Critical feature needed ASAP
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Sara Pope - 2 months ago

We've just gone live with Salesforce and absolutely need this feature
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Chris Daignault - 2 months ago

Extremely important now given that Case thread IDs are being replaced.
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Chris Weihe - 2 months ago

Could we have the Workflow activity recorded as a certain activity type that can be filtered in/out of any activity reporting that needs to be accomplished?

On a seperate but related note... Should the cadence for "Latest comment from Salesforce" be in the 6-9 month range vs.quickly approaching a year?

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Benedikt Spannocchi - 2 months ago

Guys, please add this feature. I don't understand how something that essential hasn't been added yet..
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AZHAR BAHRAINWALA - 2 months ago

Would be good to have
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Jan Eakin - 3 months ago

Just ran into this. Needed functionality.
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Harun Tok - 3 months ago

would be nice to have this feature
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Taylor Hatchell - 3 months ago

Not having this functionality is painful. The setup in Process Builder is clunky and only works part of the time and dealing with SF support is almost as painful as not having the ability to log emails!