Considerations for Using Enhanced Email

Email-to-Case

Email-to-Case uses the EmailMessage object to store emails related to cases. When enhanced email is off, case is the only object where email message records are created.

Enhanced email isn’t on by default in orgs where Email-to-Case is enabled, to avoid possible issues if custom code was added by admins or developers. When custom code assumes that email messages only exist on case records, review that logic. Make sure the code confirms whether the email’s parent record is a case, to ensure that the code executes when desired. You can then safely turn on enhanced email and use email message records with other object types.

When enhanced email is enabled, task records are generated for each EmailMessage record. By default, the Status field on these tasks is set to the first Closed-type Status field value defined in Setup. To view or change this value, go to the Task object in Object Manager and click Fields and Relationships. Under Task Status Picklist Values, click Reorder to move your preferred Closed Status value to the top of the list.

General

• Enhanced email allows email message records to be created across all object types where emails can be associated. These types include contacts, leads, accounts, opportunities, cases, campaigns, person accounts, and more.
• With enhanced email, emails are stored as email message records. The EmailMessage object gets you all the conveniences that come standard with Salesforce objects, including custom fields, page layouts, workflow rules, and triggers.
• An email message record is automatically duplicated as a task to provide backward compatibility with activity related lists and reporting.
  • In Salesforce Classic, these related emails are displayed in the Activity History list. The Email Message related list isn’t supported in Salesforce Classic. Instead, use the Activity History related list on your page layouts.
  • In Lightning Experience, email messages are displayed in the Activity Timeline.

Other Considerations

• Replace workflows designed for task-based emails with workflows based on the EmailMessage object.
• Review triggers and workflow rules that use the EmailMessage object to handle the many different types of email parent objects.
  • For EmailMessage records associated with cases, the ParentID field is always populated.
  • With enhanced email, you can associate email message records with other records and the ParentID field may be blank. Update your triggers and workflow rules to handle email messages with a blank ParentID field.
• Review custom business logic that incorporates tasks and emails. We recommend that you:
  • Recreate any custom task object fields on the EmailMessage object.
  • Migrate any task object triggers to the EmailMessage object.
• Test any workflows and customizations, including Email-to-Case customizations, in a sandbox environment.
• You can Reply, Reply All, and Forward emails in the following circumstances.
  • You're listed in the To, Cc or Bcc fields in the email.
  • You're the sender.
  • If you're sending the message via API, the EmailMessageRelationship record exists for you.
  • You can’t reply or forward emails logged as tasks.
• You can’t use custom currency fields with the EmailMessage object.
• Email message records can have only one record type.
• Workflow rules can use email message records only to update fields on case records.
• If you select the Secure guest user record access option on the Sharing Settings Setup page, in the Other Settings section, guest users can't send emails with enhanced email.
• With enhanced email, emails sent from Salesforce are saved as email message records and task records. However, only the email message record is shown on the email detail page. The email sender and an admin with the appropriate permissions can delete an email message. Deleting an email message deletes the associated task, but deleting a task doesn’t delete the associated email message.
• Email fields, including RelatedToId, can only be changed when the email is in draft status.

  The IsExternallyVisible field and custom fields are the exception.

  This restriction is true for changes made in the UI and through the API.

• Even when enhanced email is enabled, emails added from Web-to-Lead and Salesforce for Outlook continue to be stored as task records only.

  If you use the Outlook integration and want to represent emails as email message records, enable enhanced email and select Use Enhanced Email with Outlook in the Outlook Integration and Sync setup page.