Create a Send Email Quick Action for Cases | Salesforce
Create a Send Email Quick Action for Cases
Create a Send Email quick action to let agents send emails from the case feed in Lightning Experience and Salesforce1.
Available in: Enterprise, Performance, Unlimited, and Developer Editions
User Permissions Needed
To create and modify the Send Email quick action:
“Manage Cases” AND “Customize Application”
To edit a page layout:
You must have Email-to-Case enabled to use the Send Email quick action on the Cases object.
The Send Email quick action is created by default when you enable Email-to-Case on new orgs. If your org was created before Spring ’17, or if you enabled Email-to-Case before Spring ’17, create a Send Email quick action.
Create the Send Email quick action.
From Setup, enter “Case” in the Quick Find box, then select Buttons, Links, and Actions.
Click New Action.
In the Action Type picklist, select Send Email.
In the Standard Label Type field, select a label for this action. When you add the action to the case page layout, this label is displayed in the actions bar.
The Name field is automatically populated. This name is used in the API and managed packages. It must begin with a letter and use only alphanumeric characters and underscores, and it can’t end with an underscore or have two consecutive underscores. Unless you’re familiar with working with the API, we suggest not editing this field.
In the Description field, describe what this quick action does. The description appears on the detail page for the action and in the list on the Buttons, Links, and Actions page. The description isn’t visible to your users. If you’re creating several actions on the same object, we recommend using a detailed description, such as “Send Email quick action for Cases.”
The email layout page opens, where you can specify the fields shown in the email action.
Arrange the email fields in the order that you want. When an agent selects the quick action, the email fields are displayed in this order.
From the Email Message Fields menu, drag fields into the email layout. To remove fields, drag them from the email layout to the Email Message Fields section.
The To Address, From picklist, Subject, and Text Body fields are added by default. For information about the fields, see Fields Available on the Send Email Quick Action
To make a field read-only or required, click the wrench icon and specify the field properties.