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Set Up Conversational Email
After defining your Agentforce Service agent, enable conversational capabilities on the specific From Address used in your marketing campaigns. You must enable each From Address you want to use for conversational email.
Required Editions
| Available in: Salesforce Enterprise and Unlimited Editions with Marketing Cloud Next Advanced Edition |
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From Setup, enter Authenticated Domains in the Quick Find box, then
select Authenticated Domains under Unified Messaging.
For information, see Authenticated Domains in Unified Messaging.
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Add your email domain and follow the prompts to update your Domain Name System (DNS)
records to ensure deliverability and security.
Note If you’ve already set up an authenticated domain, you can use it. - After the domain status is Active, click Show Details next to the domain.
- Click the Reply Mail Management tab.
- Configure your Reply Filters and select the appropriate options.
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Under Responses > Resolve Remaining Incoming
Messages, configure your inbound routing rules:
Messaging Action Select how the system handles the replies. Email Address If you select Forward to Inbox, enter the appropriate destination email address. Default Response Set to Active to send a pre-configured auto-acknowledgement email to inbound replies. - From Setup, enter Authenticated From Addresses in the Quick Find box, then select Authenticated From Addresses under Unified Messaging.
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Select the From Address used for outbound campaigns. If one doesn’t exist, create a From
Address.
The From Display Name and From Address you configure here are used for the entire conversation. The Reply Display Name matches the From Display Name, and the Reply Address is automatically generated.
- Click Configure and set up the Agent Conversational Messaging capability.
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Select your Routing Type to determine how to route inbound
messages:
Agentforce Service Agent Routes the conversation directly to the specific Service agent you configured. Omni-Flow Uses a flow to route the message based on complex business logic. For more information, see Omni-Channel Flow Omni-Queue Routes the conversation directly to a specific human queue. For more information, see Omni-Channel Routing. - Based on the selected routing type, select the active agent, flow, or queue.
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Select a Fallback Queue to handle any messages the agent or flow
can’t process, and save your changes.
Queues hold incoming work items until an agent is available. For more information, see Set Up Queues.
- Click Activate.
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Under the Message Action, select how to handle inbound replies that
aren’t part of an ongoing conversation or active campaigns. For example, a user replied to a
seven-day campaign after 14 days.
Use Default Domain Settings Applies the existing domain-level Reply Mail Management settings. Use Custom Settings Overrides domain settings and specifies a route-to-inbox address or auto-response for this From Address. Use Agent Conversational Settings Route replies using the Agent Conversational Messaging routing logic configured earlier in this procedure.
- Routing Scenarios: Examples
These examples show how the system evaluates and routes inbound replies based on campaign state, routing type, and Reply Mail Management (RMM) settings.
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