How to Control System Email Notifications during e2a Processing? - Ortoo e2a

When e2a creates or updates Salesforce records from incoming emails, Salesforce may automatically send system emails (for example, “This record was assigned to you” or an auto-response email). We can use the custom settings records below to control this behavior—turn those emails on or off, no code changes required.

From e2a v3.4969 onwards, we have introduced two new settings/records under 'e2a Customer Settings' custom metadata type. These can be configured to true/false based on the requirement.

Setting (name)	What it controls	Default
Dmo_EH_Trigger_User_Email	Owner/assignee notifications (e.g., “Case assigned to you”)	On (true)
Dmo_EH_Trigger_Auto_Response_Email	Auto-responses from Lead or Case Auto-Response Rules	On (true)

Note: These switches apply only to records created/updated by e2a inbound email processing. They don’t affect emails you send from the e2a Email Client, and they don’t stop Workflow/Flow Email Alerts you’ve configured separately in Salesforce.

How to configure (via Custom Metadata: e2a Customer Settings)

Step 1 — Create a new custom Metadata Type e2a Customer Settings (skip this step if it already exists in your org)

Go to 'Setup' and type 'Custom Metadata Type' in the quick find box.
From the results, open 'Custom Metadata Type'.
Press on 'New Custom Metadata Type' to create a new Custom Metadata Types.
Set the Label as: e2a Customer Settings
Set the Object Name as: e2a_Customer_Settings__mdt (note the "__mdt" gets added automatically)
Set the Description as: This Custom Metadata type holds records related to different settings for e2a.

Step 2 — Create the Value field on e2a Customer Settings (only if it doesn’t exist)

Go to Setup → Custom Metadata Types.
Open e2a Customer Settings → Fields & Relationships → New.
Create the field:
- Field Label: Value
- API Name: Value__c
- Data Type: Text
- Length: 255
Save.

If your org already shows Value (Value__c, Text 255) on this type, skip Step 1.

Step 2 — Create the desired setting record(s)

Setup → Custom Metadata Types → e2a Customer Settings → Manage Records → New.

Record A — Owner/assignee notifications

Label: Dmo_EH_Trigger_User_Email
Name (Developer Name): Dmo_EH_Trigger_User_Email
Value (Value__c): true or false
- true → send assignment/owner emails
- false → suppress assignment/owner emails

Record B — Auto-response emails

Label: Dmo_EH_Trigger_Auto_Response_Email
Name (Developer Name): Dmo_EH_Trigger_Auto_Response_Email
Value (Value__c): true or false
- true → send auto-responses (from Auto-Response Rules)
- false → suppress auto-responses

Notes

Enter true/false in lowercase (no spaces).
If a record is missing, e2a treats the setting as true (emails ON) by default.

Quick outcomes guide:

Dmo_EH_Trigger_User_Email = true, Dmo_EH_Trigger_Auto_Response_Email= true → both emails sent
Dmo_EH_Trigger_User_Email = false, Dmo_EH_Trigger_Auto_Response_Email= true → no assignment email; auto-response sent
Dmo_EH_Trigger_User_Email = true, Dmo_EH_Trigger_Auto_Response_Email= false → assignment email sent; no auto-response
Dmo_EH_Trigger_User_Email = false, Dmo_EH_Trigger_Auto_Response_Email= false → no system emails

You now have simple, on/off control of Salesforce’s assignment and auto-response emails generated during e2a inbound processing—so your notifications match your process, not the other way around.

Please contact us at support@ortooapps.com for any questions.