Best way to be alerted when a reply email comes in for an existing case?

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Posted on by Ben T

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Hello, we are setting up a support queue for our organization. Incoming emails are automatically making a case. We can reply to the email from within the case, and this is all working good. When the customer replies back, the activity feed on the case gets updated with the new email. Is there any way to alert our users when a case has a new activity for a new email? Are there any status changes or fields that change on the case record when a reply email comes in? If so, we could use those fields to set up a flow that alerts people. What other ways do people handle the situation?

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Charan Raju C R 7 Moderator on at

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RE: Best way to be alerted when a reply email comes in for an existing case?

HI Ben,

I don't think if there is any field gets updated on case upon receiving email reply to it.

You can create a flow on create/update of incoming email to alert the respective user of the case (email activity tagged to).

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