Starting Emails from Cases
To quickly communicate with accounts directly from active cases, Service Center Reps can start new email threads and send emails without leaving the case context.
Who can use this feature?
- Service Center Reps - Browser
- Using Preferred Email Fields
- Users require an Approved Email license
Configuring Starting Emails from Cases for
Service Center Reps
To configure this feature, ensure Using the Service Center Inbound Tab is complete.
An active Shared Mailbox is required. Ensure the applicable Service Center Reps have at least one user_to_channel__v record associated with an active channel_assignment__v record where the mailbox status is not in an error state
Starting Emails from Cases as
Service Center Reps
Service Center Reps can start a new email thread from an existing case to communicate with accounts.
To start a new email:
- Select an active Case. Starting a new email thread is not supported for Closed, Solved, or Cancelled cases.
- Select the + Communication button from the case console header.
- 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.
Service Center Reps can also initiate emails from the Messaging tab center pane when there are no active messages for the case, or by selecting a hyperlinked account email address in any Case tab. If a draft is already started for the case when they select the hyperlinked email address, they are alerted a draft is in progress.
- Select the recipient address in the To field. Email address options are based on Preferred Email Fields; alternatively, reps 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.
- Select the sender address in the From field.
- Enter the subject in the Subject field.
- Enter the message body in the Composer.
- Select Send.
Case email activity displays in the My Cases view and in the Messaging tab, so reps can easily review and respond to replies in the email thread from within the case console.
