Service Email To Case Configure

Configure Email-to-Case (Metadata API)

Configure Salesforce Email-to-Case entirely through the Metadata API (no Setup UI), for headless org configuration. The skill builds a CaseSettings source file for the desired emailToCase state, then applies it with scripts/apply-casesettings.py, which runs updateMetadata in two phases — the full emailToCase block + Support Settings (Phase A), then routing addresses (Phase B) — and verifies by re-reading. Two phases because a single deploy fails on a fresh org: On-Demand must be live before an address binds (see Rules / Constraints).

Scope

• In scope: Enabling Email-to-Case org-wide and setting its toggles (full field lists in Required Inputs and step 4); creating EmailToCase, Outlook, and GmailOAuth routing addresses; applying the change to an sf-CLI-authenticated org via apply-casesettings.py; verifying by re-reading.
• Out of scope:
  • E2cEasy routing addresses — created only through the Service Easy Setup wizard, not the Metadata API; route the user there.
  • Authenticating the org — the user authenticates out-of-band (e.g. sf org login web); the script reuses that session and never handles passwords or tokens.
  • Case object schema, layouts, assignment rules, or Web-to-Case.

Attaching an Agentforce service agent (delegation)

When the user wants an Agentforce Service Agent to answer these emails, configure the Email-to-Case base (the Workflow below), then delegate — this skill never creates or modifies agents.

Gate on org capability first. Attaching an agent needs the org entitled for Agentforce Email-to-Case; that entitlement surfaces as the BotEmailDefinition metadata type, so probe read-only before delegating:

scripts/check-agent-email-capability.sh <target-org-alias>   # pins describe to the org's API version

Exit 3 → not entitled: stop, tell the user, and configure the plain Email-to-Case base only — make no Agentforce agent or channel-wiring changes. Any other non-zero is an unreachable org, not "not entitled" — fix auth and re-run. On exit 0, delegate:

1. Agent creation → agentforce-generate, omitting the Service Customer Verification topic (unsupported on the email channel) and including an Escalation subagent so the agent can hand off to a human — on email, escalation transfers the case to a service rep, and without the subagent the agent can't escalate.
2. Wiring → service-agentforce-channel-configure Branch C.

Required Inputs

Gather or infer before applying. Ask only when a wrong assumption would produce a broken or incorrect result:

• Target org alias — the sf CLI alias/username of an already-authenticated org. The script obtains the session with sf org display and sf org auth show-access-token; it does not log in for you.
• Routing address(es) — for each: routingName (unique label), addressType (EmailToCase default, or Outlook / GmailOAuth), caseOrigin, and casePriority. The platform rejects the address if caseOrigin or casePriority is missing, so treat all four as required in the source file.
• Customer-facing email address per routing address — ask explicitly for each, in address order; never guess, default, or reuse from earlier context. Not stored in the source file — passed at apply time via --routing-email (one per address; the script fails closed on a count mismatch).
• Support Settings — Default Case Owner & Automated Case User — preserve-first, never assumed:
  • Independent, preserved per field. Each configured field is left untouched; change one only if the user asks (--overwrite-support-settings). Ask only for the field(s) unset.
  • For each unset field, ask (never default to the authenticated user): Default Case Owner type (User/Queue) + value (active Username or Queue DeveloperName) → --owner-type/--owner-value; Automated Case User type (User/System) — User needs a username, System needs no value → --automated-type/--automated-value (+ optional --system-user-email for System when the org's automated user doesn't exist yet).
  • If any value is invalid, the script fails — get a valid value and re-run; never substitute or guess.
  • Pass --use-authenticated-user only if the user explicitly asks.
• Case defaults per address (optional) — createTask, saveEmailHeaders, and an optional per-address Default Case Owner (caseOwner + caseOwnerType), opt-in per address (see step 6): omitted by default so cases fall to the org Default Case Owner / assignment rules. When set, caseOwner (active Username or Queue DeveloperName) must be paired with caseOwnerType (User/Queue); the script validates it against the org, failing closed if absent.
• Org-level toggles (optional) — set only if the user asks. Two containers: the emailToCase section (enableHtmlEmail, notifyOwnerOnNewCaseEmail, enableE2CDeduplicateAttachments, showWordCountInComposer, plus enableE2CSourceTracking, overEmailLimitAction, unauthorizedSenderAction), and top-level Support Settings (enableDraftEmails — plural element name, a sibling of emailToCase). See step 4's table for container/UI-label mapping; top-level scalar toggles apply in Phase A.

Defaults: enableEmailToCase and enableOnDemandEmailToCase default to true (both required — On-Demand before routing addresses); addressType defaults to EmailToCase. Support Settings have no default — preserved if set, otherwise elicited (never the authenticated user).

Workflow

All steps are sequential.

1. Confirm the org (and its type) — confirm the target org alias is authenticated (sf org display --target-org <alias>). The apply script checks the Organization row and refuses to mutate a production org (non-sandbox, non-trial) unless --confirm-production is passed — enabling Email-to-Case is permanent and org-wide. If production, tell the user and confirm before re-running with --confirm-production. Sandboxes, scratch orgs, and trials deploy without the flag.

2. Elicit the routing email(s) — ask the user for the exact customer-facing email address for each routing address (never assume, default, or carry a value over from earlier). Pass them to the script via --routing-email in the order the addresses appear in the source file.

3. Load the template — read assets/CaseSettings.settings-meta.xml for structure and field placement. Its comments are authoring guidance for you — never copy them into the output. Emit only the elements you set; the output must be comment-free, matching examples/CaseSettings-two-addresses.settings-meta.xml.

4. Enable the E2C switches, then confirm the optional toggles — set both enableEmailToCase and enableOnDemandEmailToCase to true (both required; On-Demand must be on before routing addresses can be created — the script enables it in Phase A before Phase B). Then handle the non-required convenience settings, which the template turns on by default:

   UI label	Field	Container
   Enable HTML email	enableHtmlEmail	emailToCase
   Eliminate duplicate email attachments	enableE2CDeduplicateAttachments	emailToCase
   Show word count in composer	showWordCountInComposer	emailToCase
   Notify case owners on new emails	notifyOwnerOnNewCaseEmail	emailToCase
   Enable Email Drafts	enableDraftEmails (top-level CaseSettings)	Support Settings

   Before enabling these, tell the user exactly which will be turned on and let them opt out (e.g. "I'll also enable these optional settings: … — let me know if you'd like to skip any."). Remove any the user opts out of; keep the rest in their correct container (four inside <emailToCase>, enableDraftEmails at the root). Never silently enable these or any other optional flag the user didn't agree to. Confirmed toggles apply in Phase A.

5. Pick the correct surface per routing address — for each address, decide by addressType using references/routing_address_reference.md. If any requested address is E2cEasy, stop and route the user to the Service Easy Setup wizard instead of emitting Metadata for it.

6. Populate routing-address fields — for each EmailToCase / Outlook / GmailOAuth address, set addressType, routingName, caseOrigin, and casePriority (all required — the platform rejects the operation with "Missing caseOrigin"/"Missing casePriority" if either is absent), plus any optional case defaults. Do not put emailAddress in the source file — it is supplied at apply time via --routing-email. Do not set the read-only fields emailServicesAddress or isVerified — the platform manages them. See examples/CaseSettings-two-addresses.settings-meta.xml for a complete multi-address example.

   Per-address Default Case Owner (opt-in). Ask one address at a time whether cases from this address go to a specific owner or fall to the org Default Case Owner / assignment rules (the default) — different addresses can route to different owners. If the user declines, leave caseOwner/caseOwnerType out of the source file entirely (the template ships them commented out). If the user opts in, ask for the type (User/Queue) and value (active Username or Queue DeveloperName) and set both <caseOwnerType> and <caseOwner> — the platform rejects caseOwner without its type. apply-casesettings.py validates it against the org and fails closed if absent. Do not guess or reuse the top-level Default Case Owner.

7. Determine Support Settings (Default Case Owner + Automated Case User) — run python3 scripts/apply-casesettings.py --target-org <alias> --input <source-file> --verify-only and inspect defaultCaseOwner / defaultCaseUser / useSystemUserAsDefaultCaseUser. When the user names a value, write it into the source file (defaultCaseOwner + defaultCaseOwnerType; defaultCaseUser, or useSystemUserAsDefaultCaseUser + optional systemUserEmail) — the scored, versionable artifact; the script also accepts these as flags. Leave each field the org already has as-is — omit it and it is preserved (override only if the user asks — then --overwrite-support-settings). For a field unset and unnamed, ask; never assume the authenticated user (--use-authenticated-user only if explicitly asked).

8. Validate the source file — run python3 scripts/validate-casesettings.py <path-to-source-file> and resolve any reported errors before applying.

9. Apply to the org — run:

   python3 scripts/apply-casesettings.py --target-org <alias> --input <source-file> \
       --routing-email <email-for-address-1> [--routing-email <email-for-address-2> ...] \
       [--owner-type User|Queue --owner-value <username-or-queue-devname>] \
       [--automated-type User --automated-value <username> | --automated-type System [--system-user-email <email>]] \
       [--confirm-production]

   Provide exactly one --routing-email per routing address, in document order. Supply the owner/automated flags only when the org's Support Settings are not already configured (step 7); if configured, omit them and they are preserved. If the script rejects a value as invalid, relay it, get a valid value, and re-run — never fall back to the authenticated user. If the script reports production and exits, do not add --confirm-production yourself — confirm with the user first (step 1). The script applies Phase A (support settings + toggles), then Phase B (routing addresses), re-reads to verify, and exits non-zero on any fault.

10. Confirm the result — check the JSON summary: verified.enableEmailToCase / verified.enableOnDemandEmailToCase are true, verified.routingAddressCount matches the address count, each phaseB entry is status: created (or already_exists), and supportSettings.action is preserved-existing / set-from-input / set-from-authenticated-user. Use --verify-only to re-read without writing.

Configuration is complete after step 10.