Send Survey to Case SuppliedEmail When Case is Closed?

Send Survey to Case SuppliedEmail When Case is Closed?

On September 3, 2025, Posted by , In Salesforce Technical Questions, With Comments Off on Send Survey to Case SuppliedEmail When Case is Closed?
Send Survey to Case SuppliedEmail When Case is Closed

Question

I have created a survey to collect customer feedback and want to send it to the SuppliedEmail field on the Case object when the case is closed. I checked the Case Auto-Response Rules and the Support Settings > Customer Feedback Survey, but I couldn’t find an option to send the survey to the SuppliedEmail field. I also tried using Flow, but I couldn’t find a way to send the survey to this field either. Is there a way to send the survey to the SuppliedEmail field?

Flow Builder

Answer

From Case Auto-Response Rules:

From Case Auto-Response Rules, you can map the field Case: Web Email, which is essentially the SuppliedEmail (API name: SuppliedEmail). This ensures the survey is sent to the correct email.

From Case Auto-Response Rules

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From Salesforce Flow:

If you want to achieve this via Flow, you need to create a formula field on the Case object that retrieves the value of Web Email. Let’s name this field Sample_Email__c.

From Salesforce Flow:

Once the formula field is created, select the Apex action named “Send Survey Invitation”, configure the Survey Name field, set the Survey Recipient to {!$Record.Sample_Email__c}, complete the remaining required fields, and activate the Flow.

Send Survey Invitation

Summing Up

To send a survey to the SuppliedEmail field when a case is closed, you can use Case Auto-Response Rules by mapping the Web Email field, which corresponds to SuppliedEmail, or use Flow with the Send Survey Invitation Apex action. Since Flow doesn’t directly recognize SuppliedEmail, creating a formula field (e.g., Sample_Email__c) to store its value allows it to be selected as the survey recipient. By properly configuring the Flow, the survey will be automatically sent when the case closes, ensuring a seamless customer feedback process.

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