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If you have Unite enabled for your Salesforce org, when Salesforce receives a message through a configured channel, Salesforce creates a new case. A case has a Status field that you can map to and from actions. For example, you can configure Vonage Contact Center to automatically update the value of the Status field to Closed when an agent clicks
Release in ContactPad. Alternatively, you can configure Vonage Contact Center to release the case when an agent manually changes the Status field of the case to Awaiting Reply.
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