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Email is the one channel that routes through Case Management, not Live Messaging. Every email handoff creates (or appends to) a Salesforce so your reps work email the way Salesforce is designed to handle it — Cases with assignees, queues, and status tracking.

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Pre-requisites

Set up email forwarding first. No email handoff has anything to Case until inbound mail is reaching OpenCX — start with Connect Email and come back here.

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How conversations land in Salesforce

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Setting up

1

Confirm email forwarding works

Open Channels → AI Email in the OpenCX dashboard. Your forwarding address should be listed and verified. Send a test email and confirm it reaches the Inbox.
2

Confirm Salesforce Email Cases is connected

In Settings → Integrations, open Salesforce → Email. The status should show Connected and the webhook URL should be displayed.
3

Confirm the Apex trigger is active

In Salesforce, go to Setup → Apex Triggers and verify the CaseTrigger fires on Case (after insert). See Email Cases setup for the exact code.
4

Trigger a test handoff

Send a test email to your connected address and respond with something that causes the AI to escalate. Alternatively, go to the Inbox and manually hand off the session.
5

Verify the Case in Salesforce

A Case should appear in Salesforce. Check:
  • The conversation summary is the Case description.
  • The full transcript is attached as Case comments.
  • Case_From__c is set to opencx.
  • The OpenCX session shows a salesforce_case_id linking to this Case.
6

Reply and verify sync

Reply on the Case from Salesforce. Confirm it arrives in the customer’s email and shows as an agent message in the OpenCX Inbox.

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What the rep sees

  • A Salesforce Case with Case_From__c set to opencx.
  • Conversation summary as the description, full transcript as Case comments.
  • The OpenCX session linked via salesforce_case_id — visible in the Inbox session detail for tracing.
  • Replies on the Case sync back to the contact’s inbox.

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Channel-specific details

If the same contact re-engages before the Case is closed, OpenCX appends to the existing Case instead of opening a new one. Your reps keep context; your reports don’t inflate.
When your rep replies on the Case, the webhook fires and OpenCX delivers the reply to the customer’s original email thread. The AI stops auto-responding once a human agent is active on the session.
Attachments the customer sends by email are included in the OpenCX session. Attachments your rep adds to a Case reply sync back through the customer’s email thread (subject to your email provider’s attachment limits).

AI Email Support

The channel itself — forwarding setup, flow, troubleshooting.

Email Cases setup

OAuth, Connected App, webhook, and Apex configuration.

Salesforce overview

What Salesforce lights up across every channel.

Troubleshooting

Cases not created, replies not syncing.