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_ExcerptUniteCaseRoutingDeprecated _ExcerptUniteCaseRoutingDeprecated nopanel true

If you have Unite and Email-to-Case enabled for your Salesforce org, when Salesforce receives a message through a configured channel, Salesforce creates a new case. Vonage Contact Center then routes that case to an agent. The agent can perform various actions, including replying to the original email from within the case. In turn, the sender of the original email can then respond to the agent's email—this response arrives in Salesforce and is linked to the original case. You can create a workflow rule that updates the status of the case when the response arrives.

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1. Go to the Administration Setup Page in Salesforce.
2. On the left-hand side of the Salesforce window, in the App Setup or Build section, expand Create and then Workflow and Approvals.
3. In the expanded list of items, click Workflow Rules. All Workflow Rules appears.
4. Click New Rule. New Workflow Rule appears in edit mode.
5. In Object, select Email Message. Click Next. Step 2: Configure Workflow Rule appears.

6. Provide the following information:

   Field	Description
   Rule Name	The name of the rule. For example, Incoming email reply changes status.
   Description	A description of the rule. For example, This rule changes the status of a case when Salesforce receives an email response.
   Evaluation Criteria	When the rule evaluates its criteria. For information about the different options, see Salesforce help. In this example, the rule must evaluate the criteria against a case when the case is created—click created. Info The rule action only runs if the record meets the rule criteria.
   Rule Criteria	In the Rule Criteria area, define which objects the rule must run on. In this example, the rule must run on email messages whose Is Incoming field is true—the rule only runs on incoming emails. In the Run this rule if the following list, click criteria are met. Provide the following values: Field Value Field Email Message: Is Incoming Operator equals Value true

   Click Save & Next. Step 3: Specify Workflow Actions appears.

7. Click Add Workflow Action and then New Field Update. New Field Update appears.

8. To change the status, provide the following information:

   Field	Description
   Name	The name for the field update. For example, Update case status (incoming email).
   Description	A description for the field update. For example, Update the status of the case to which this email belongs.
   Field to Update	The field to update. In the list, click Case and then Status.
   Specify New Field Value	The value to set the field to. Click A specific value and select the value you want to set the Status field to. For example, Requires Attention.

   Click Save, click Done. Email reply changes status appears. To activate the workflow rule, click Activate. Now, when a customer sends an email relating to a case, Vonage Contact Center changes the status of the case to Requires Attention.

   Note
   Changing the status of the case can subsequently trigger the action mapped to that status. For information on mapping statuses and actions, see Mapping actions to and from case statuses.