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            Create an Email Template for Agentforce Service Agent on Email

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            Create an Email Template for Agentforce Service Agent on Email

            Create a Lightning email template that defines the structure of all emails sent by your Agentforce Service agent. Classic email templates are not supported.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, Unlimited, and Developer Editions. Required add-on licenses vary by agent type.

            CheckmarkThis article applies to: Agentforce Service agents

            CrossmarkThis article doesn't apply to: Agentforce Employee agents

            To learn about channel support for other agent types, see the documentation for that type.
            User Permissions Needed
            To create email templates: Lightning Experience User
            To edit public email templates: Modify All Data, Manage Public Lightning Email Templates, or template ownership
            To create Agentforce Service Agent email configurations: Manage Agentforce Service Agents AND Manage AI Agents OR Customize Application
            To edit routing addresses: Customize Application
            To create Omni-Channel flows: Customize Application
            1. From the App Launcher, select Email Templates.
            2. Click New Email Template.
            3. Enter a template name and description, and select Case as the related entity type.
            4. Leave the subject blank. Emails sent using the template will use this subject format: RE: (Subject of the customer’s initial inquiry).
            5. Optionally, select an Enhanced Letterhead.
            6. In the HTML Value field, copy and paste the following text. (When a Service agent sends an email using the template, the Generated Content placeholder is replaced by the AI-generated response, which includes a greeting. The Legal Disclosure placeholder is replaced by your custom disclosure, which you will provide in the next step.) Optionally, add additional text or images to your template.
              1. [[[GENERATED_CONTENT]]]
              2. [[[LEGAL_DISCLOSURE]]]
            7. Select a public folder and save your email template. You can’t use a private folder for this step.
              Email template filled out according to the steps in this help subagent.
             
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