Inherited Agents Exploit Governance Flaws in Salesforce Email-to-Case and Web-to-Case Systems

The article discusses how Salesforce's Email-to-Case and Web-to-Case features, when integrated with Flows, can exploit existing governance frameworks. This highlights vulnerabilities in standard processes designed for customer support.

In Salesforce Agentforce, the recommended way to make an agent respond to events is a Flow: a record is created or a case is updated, and the Flow passes data into the agent's prompt. Separately, Email-to-Case and Web-to-Case turn inbound customer messages into case records; it is how airlines and hotels run support intake. Both are standard, documented, as-designed features. Chained together,

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