What is the auto response rule in salesforce?

148    Asked by darsh_6738 in Salesforce , Asked on Jun 7, 2023

Situation: We use standard out of box email-to-case and case auto-response rules. One of customer's sends an email to our system and we send an auto-response rule. They also have an automated system which sends an auto-response for all incoming emails.

Problem: Now this is causing a loop and creating about 1000 cases until Salesforce finally detects and aborts further cases from getting created.

Solution: We want to prevent sending auto-responses if we detect the incoming email is auto-generated. I know that Salesforce doesn't allow cross object reference in auto-response rules but I see EmailMessage object is available in the filter criteria. So I used the EmailHeaders field from the EmailMessage object and added additional filters that look for parameters that indicate an auto generated response and prevent sending of auto-response rules from Salesforce.

Problem: Salesforce stopped sending all auto-response rules after adding this criteria. If this is a limitation is there a possible work around to break this loop?

Answered by Dipesh Bhardwaj

The auto response rule in salesforce is - Email-to-Case first takes the incoming email and performs a database save on the Case object. At this point in time, there is no Email Message record saved to the database. that is the reason auto response rules are not firing https://help.salesforce.com/s/articleView?id=000320092&type=1

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