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Web-to-Case and Email-to-Case

by Dhanik Lal Sahni
Web-to-case and Email-to-case

Web-to-Case and Email-to-Case features are used to create cases in Salesforce Org for supporting customer services. They are creating cases in the system but they have different usage in Salesforce. This post will explain the difference between Web-to-case and Email-to-case.


Web-to-Case is a Salesforce Service Cloud feature to collect customer information and create cases in Salesforce. Public sites are created to support Web-to-case features. An automated process can be created to route those created cases to the support team for resolution.

Web-to-Case Limits

We can create up to 5,000 cases in a day using this feature and when we reach the 24-hour limit, additional requests are stored in a pending request.


The Email-to-Case is another channel to communicate with customers. Customers can send emails and connect with businesses without calling support numbers. Case is created when a new email is received in the system. In case of a reply, no new case is created. The system keeps track of that using the subject line.

Email-to-Case Org Limits

Maximum number of emails The number of user licenses multiplied by 1,000, up to a daily maximum of 1,000,000 for all email services combined.
For example, if we have 10 licenses, our org can process up to 10,000 email messages a day for all email services.
Maximum size of inbound emails, including header, message, and attachmentsUnder 25 MB
Maximum size of outbound emails, excluding headers, attachments, and inline images384 KB


Provide Web Forms with Web-to-Case

Set Up Email-to-Case with a Guided Setup Flow

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