How to send email notifications whenever a Case record is assigned by Q-assign

Send email notifications whenever a record is assigned

Salesforce allows notifications to be sent whenever a record owner is changed and if you want to create a notification system, so that an email alert is sent to record owner, whenever a record is assigned by Q-assign, then please proceed as mentioned below.  This method uses the Salesforce built-in 'Process Builder' to evaluate some conditions and if all true then sends an email alert to the owner of that record. As Salesforce is now fully migrating to Flows, they can also be leveraged for these notifications.

  1. Go to Setup | Quick Find / Search | Process Builder
  2. Click on New to create a process builder and provide a process name and description
  3. Select A record changes for The process starts with dropdown
  4. Next, click on Add Object, and select your object from Object dropdown e.g., Case
  5. Select when a record is created or edited and click Save

  1. Click on Add Criteria, give a name and set Conditions are met for Criteria for Executing Actions on right side of the page
  2. Now add criteria or conditions in Set Conditions section:
    • Click on the 'search' icon for Condition 1, and search for the Owner ID fieldselect it and click Choose 
  • Set the 'Operator' to Is changed, 'Type' to Boolean and 'Value' to True



  • Click on +Add Row button then on the 'search' icon for Condition 2, and search for the Owner ID field (same as in Condition 1 above), select it and click Choose
  • Set the 'Operator' to Starts with, 'Type' to ID and 'Value' to 005
  • Click on +Add Row button then on the 'search' icon for Condition 3, and search for the Q-assign Last Assigned Date field, select it and click Choose
  • Set the 'Operator' to Is changed, 'Type' to Boolean and 'Value' to True



  1. Select All the conditions are met in Conditions and click Save
  2. Now, click on Add Actions, select Email Alerts as Action Type and give a name on right side of the page
  3. If you have an Email Alert already created, enter its name in the Email Alert
  4. Otherwise, you can create a new one by clicking create one link (you can also create/modify the Email Template that you want to use in the Email Alert/notification)


  1. Click Save and then activate the process builder by clicking Activate button on the top right corner of the page

This set up is now ready to send email notifications to the new owners of the records using the criteria in Process Builder and the Email Template specified in the Email Alert.


Please contact us at for any questions.

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