To configure this feature:

1. Ensure Configuring Patient CRM is complete.
2. Navigate to Business Admin > Objects > Console Application Settings.
3. Populate the following settings:

• Allow Outbound Communications (allow_outbound_communications__v) - Ensure Email is included in this setting. If email is not included, all email entry point actions are disabled.
• Allow Unverified Outbound Communications (allow_unverified_outbound_communications__v) - Populate this setting with Email to allow users to send emails to addresses not associated with an account.

Users can start a new email thread from an existing case to communicate with patients.

To start a new email:

1. Select an active Case. Starting a new email thread is not supported for Closed, Solved, or Cancelled cases.
2. Select the + Communication button from the case console header.
3. Select Email. This option is not selectable when the current user is not the Case Owner, or when there is already an active email thread for the case.

Users can also initiate emails from the Messaging tab center pane when there are no active messages for the case.

4. Select the recipient address in the To field. Email address options are based on Preferred Email Fields; alternatively, users can select the Email Other option and enter any valid email address.

Only one recipient is supported. BCC and CC recipients are not currently supported.

5. Select the sender address in the From field.
6. Enter the subject in the Subject field.
7. Enter the message body in the Composer.
8. Select Send.

Case email activity displays in the My Cases view and in the Messaging tab, so users can easily review and respond to replies in the email thread from within the case console.