Source: https://vaultcrmhelp.veeva.com/doc/Content/CRM_topics/PatientCRM/ManagingCases/StartEmail.htm

## Starting Emails from Cases

To quickly communicate with patients directly from active cases, users can start new email threads and send emails without leaving the case context.

**Who can use this feature?**

* End Users - Browser
* [Starting Emails From Cases](#Using)
* Users require a Patient CRM license

### Configuring Starting Emails from Cases for

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)End Users](#)

To configure this feature:

1. Ensure [Configuring Patient CRM](../Config/ConfiguringPatientCRM.htm) 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.

### Starting Emails from Cases as

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)End Users](#)

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.

1. 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.

1. Select the sender address in the **From** field.
2. Enter the subject in the **Subject** field.
3. Enter the message body in the **Composer**.
4. 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.

### Related Topics

[Searching in the Case Inbox Tab in Patient CRM](CaseInboxTabSearch.htm)

[Replying to Emails in Patient CRM](InboundEmailReply.htm)