Problem
A customer support team needs to track when they are waiting for a customer’s reply. When an agent sends an outbound email from Salesforce, the related Case status should automatically updated to “Awaiting Customer Response”.
If the customer sends an email back, the related Case status should automatically updated to “In Progress” if the current case status is “Awaiting Customer Response”.
This automation helps agents focus on cases that require quick responses and maintain visibility into those awaiting replies, enhancing follow-ups and case resolution.
Instructions
- Complete the given trigger handler on the
EmailMessageobject, which fires after an outbound email is sent. - Use the
ParentIdfield onEmailMessageobject to identify the related case record. - If the email is outbound (checked using the
Incomingfield), update the related Case’s status to"Awaiting Customer Response". - If the email is inbound, update the related Case’s status to
"In Progress"only if the current case status is"Awaiting Customer Response".
Sample Data
| EmailMessage Fields | Sample Value |
|---|---|
| ParentId | 5005g00001XyzAB Case number : 500123 |
| Incoming | true |
Result: Case #500123 status will be set to "Awaiting Customer Response"
Note
- The email message trigger has been deployed to your salesforce instance, and the provided afterInsert method will be invoked for the "after insert" event.
- Use trigger context variables (i.e., trigger.new) to access the records from the trigger handler.
Hint
Use
Trigger.new to access the newly inserted EmailMessage records. Remember to check if Incoming is true before updating the Case status.