Creating a workflow rule that changes the status of a case when an agent replies to an email

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. You can create a workflow rule that updates the status of the case when an agent sends an email reply.

To create a workflow rule that changes the status of a case when an agent replies to the original email from within the case, perform the following steps:

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, Outbound email reply changes status.
   Description	A description of the rule. For example, This rule changes the status of a case when an agent sends an email reply.
   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. 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 false—the rule only runs on outgoing 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 false

   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 (outbound 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, Awaiting Reply.

   Click Save, click Done. Email reply changes status appears. To activate the workflow rule, click Activate. Now, when an agent sends an email in response to a case, Vonage Contact Center changes the status of the case to Awaiting Reply.

   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.