Case Relay
Case collaboration for Salesforce — the way it should have always worked.
Adds persistent collaborators and automatic email notifications to Salesforce Cases for Partner and Customer Community users. Self-serve. Native. No external infrastructure.
The problem
Salesforce Cases were built for one owner. Real work involves a team.
When a Partner or Customer submits a Case, only the person who opened it gets notified. Everyone else on their team — the colleague who needs to action it, the manager who needs visibility — is left out.
This is a known gap. It has been requested on the Salesforce IdeaExchange for years. Case Relay addresses it.
The solution
Persistent collaborators. Automatic notifications. Fully native.
Case Relay adds persistent collaborators to any Salesforce Case. When the Case owner responds to the requester, every collaborator is automatically notified by email — no setup, no manual forwarding, no one left out.
Any collaborator can reply directly to that email. Their reply continues the thread and notifies all other collaborators instantly. The conversation stays complete, visible to everyone who needs it, from the first response to the final resolution.
100% native Salesforce. No external tools. No admin overhead per Case.
How it works
Install from AgentExchange
Install Case Relay into your Salesforce org directly from the AgentExchange listing. Up and running in under 30 minutes.
Add collaborators to a Case
Partners and Customers add collaborators directly from the Case record. No admin involvement required.
Collaborators get notified
Every collaborator receives an email notification when the Case is updated. Automatic. Immediate. No setup per Case.
Replies thread back
When a collaborator replies to a notification, the reply threads back onto the Case automatically. The conversation stays in one place.
Key capabilities
Persistent collaborators
Collaborators are stored on the Case record and remain in place for the life of the Case. No re-adding on every update.
Self-serve for partners and customers
Community users manage their own collaborators. No admin involvement required after initial setup.
Reply-capable
Collaborator replies thread back onto the Case automatically. The conversation stays in one place.
Zero email quota impact
Case Relay uses native platform capabilities without impacting email limits. Send notifications to large teams without concern.
100% native Salesforce
No external infrastructure. No middleware. No third-party servers. Everything runs inside your Salesforce org.
Automatic notifications
Email notifications fire automatically on Case updates. No manual triggers. No admin configuration per Case.
Requirements
What you need before installing
Interested in Case Relay?
Join the waitlist and we'll notify you the moment Case Relay is available on AgentExchange.
Join the Waitlist