FAQs in this section
How is the recipient of a Case reply selected?
When replying to a Case, the system automatically selects the recipient(s) based on the type of linked records:
- Contact: If only a Contact is linked to the Case, the reply will be sent to the Contact's email.
- Partner Contact: If only a Partner Contact is linked, the reply will be sent to the Partner Contact's email.
- Both Contact and Partner Contact: If both a Contact and a Partner Contact are linked, the reply will be sent to the Contact, with the Partner Contact added in CC.
- Organization: If neither Contact nor Partner Contact is linked, but an Organization is associated, the reply will be sent to the Organization's email.
- No Recipient: If no Contact, Partner Contact, or Organization is linked to the case, the system will block the reply and display a warning message.