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New Email-To-Case Threading Behaviour - How To Reference a Case?
The new email-to-case threading behaviour is described in this knowledge article (https://help.salesforce.com/articleView?id=000355168&type=1&mode=1). I've reviewed this, but cannot understand how to reference a case record on an outbound email, when there has not been any previous email messages recorded on the case yet.
Previously, we could include the thread Ref Id from the case in an outbound email and have the replies route into the case via email-to-case.
Now that this is being deprecated, using the new method, how do we ensure that replies will be threaded to a case, which has no existing email messages, when sending an outbound email (though an apex action)?
Previously, we could include the thread Ref Id from the case in an outbound email and have the replies route into the case via email-to-case.
Now that this is being deprecated, using the new method, how do we ensure that replies will be threaded to a case, which has no existing email messages, when sending an outbound email (though an apex action)?
Follow the new article as mentioned above.
If it helps you and close your query by marking it as solved so that it can help others in the future.
Thanks.