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Hermann OuréHermann Ouré 

Closed Case Auto Response Email

Hello,
I would like to stop receiving clients email on closed cases.
Sometimes we communicate to clients through the Email action on Case Feed
But at time, even though the case is CLOSED, clients try to communicate to us by replying on old email feeds and we miss that.
I would like to be able to send an auto-response email to inform the client that the case is closed and that we are not communicating on the case anymore.

I tried to do a process builder on EmailMessage with 
[EmailMessage].Incoming equals boolean TRUE
[EmailMessage].Parent.Status equals picklist CLOSED
But with that I am unable to select email alerts as an action
User-added image

I also tried with a Workflow on Case Object 
Rule Criteria(Email Message: Is IncomingEQUALSTrue) AND (Case: StatusEQUALSClosed)
Workflow action: Email Alert.
But it doesn't work either
User-added image

How can I stop client for sending email a case closed and send an automatic email to inform them that they should open a new case through the right channel?

Can it be done via a process or do I need to create a trigger?

Thanks,
AnudeepAnudeep (Salesforce Developers) 
Have you tried using the case auto-response (https://help.salesforce.com/articleView?id=creating_auto-response_rules.htm&type=5)rule?

You can trigger auto-response rule through REST API as well 

http://https://help.salesforce.com/articleView?id=000334297&type=1&mode=1