Inbound (Email-to-Case)
Portal configuration
Before you proceed to the Portal part, you need to create a deterministic tokenization function in Salesforce org. Once it is completed, you can proceed to the Portal part.
Setting up the Inbound (Email-to-Case) feature in Salesforce
Activation of the Email-to-Case functionality in Salesforce is a multi-step process. Please follow the instructions for each step.
Adding information about the case owner
From Setup, select Feature Settings, then select Service, finally, click Support Settings.
Click Edit.
Add information about the case owner. Created cases will be assigned to this user by default if no assignment rules are found.
Click Save.
Activating the Email-to-Case feature
From Setup, select Feature Settings, then select Service, finally, click Email-to-Case.
Check the Enable On-Demand Service box to activate the Email-to-Case feature.
Click Save.
Creating routing addresses
From Setup, select Feature Settings, then select Service, finally, click Email-to-Case.
On the Email-to-Case page, locate the Routing Addresses section.
In the Routing Addresses section, click New.
Configure the Email-to-Case routing address as follows:
Routing Name - enter the name for the routing email address.
Email Address - enter the inbound email address for this Email-to-Case routing address. Emails from this address will be routed to the allocated Salesforce email address for converting emails into cases.
Save Email Headers - check the box to save email headers.
Case Origin - select E-Mail.
Click Save.
On the Email-to-Case Routing Address page, locate the email address and click Verify.
Once this step is complete, your email will be verified.
Creating protected fields for the Case object
On the menu, select Settings.
Select the Case object.
Configure the protected fields as follows:
Field | Hash function | Searchable |
---|---|---|
Description | uniqueHash | |
Subject | uniqueHash | |
Email Address (SuppliedEmail) | formula {"fn":"dtkSha256","transforms":["trim", "toLowerCase"],"format":".{64}@redacted.com"} This formula applies the lower case to the input email address value, then applies the deterministic tokenization function to the email address, and finally trims the token to 64 characters and appends @redacted.com to it. |
Creating protected fields for the Email Message object
On the menu, select Settings.
Select the email message object.
Add the following fields:
Field | Hash function | Searchable |
---|---|---|
Html Body (HtmlBody) | uniqueHash | |
Subject | uniqueHash | |
From Address (FromAddress) | formula {"fn":"dtkSha256","transforms":["trim", "toLowerCase"],"format":".{64}@redacted.com"} This formula applies the lower case to the input email address value, then applies the deterministic tokenization function to the email address, and finally trims the token to 64 characters and appends @redacted.com to it. | |
From Name | uniqueHash | |
To Address (ToAddress) | uniqueHash | |
Text Body (TextBody) | uniqueHash |
Creating protected fields for the Contact object
On the menu, select Settings.
Select the Contact object.
Add the Email field, specifying the following parameters:
Field | Hash function | Searchable |
---|---|---|
formula {"fn":"dtkSha256","transforms":["trim", "toLowerCase"],"format":".{64}@redacted.com"} This formula applies the lower case to the input email address value, then applies the deterministic tokenization function to the email address, and finally trims the token to 64 characters and appends @redacted.com to it. |
For the details on linking contacts with a case, please check Salesforce documentation.
Configuring the InCountry Chatter web component
Configure the InCountry Chatter web component.
For the details, please check our documentation.
Deploying code
To link the case record and email messages with the InCountry platform, you need to deploy the following code to your Salesforce organization:
https://github.com/incountry/salesforce-recipes/tree/main/email-to-case
.