Email Considerations for Sales Engagement

Email in Sales Cadences

Automated emails are set up as a cadence step.

• When automated emails are sent through Salesforce, they have a daily org limit that is typically set to 5,000. For more information about this limit, see List Email Limitations. To increase the limit, contact Salesforce Customer Support.
• When automated emails are sent through external services, such as Office 365 or Gmail, they don’t count toward your org’s daily email limit.

  We recommend that customers send automated email through external services.

• Reps with the complete Sales Engagement permission can send up to 1,000 automated emails a day. Reps with the Sales Engagement Basic permission can send up to 100 automated emails a day.
• There isn’t a limit to the number of users who can send automated emails.
• List emails don’t count towards the daily automated email limit for each user.

• Email templates used in cadences must be accessible to the sales rep. Store them in the public folder.

• Email templates used in cadences must have a blank Related Entity Type value and can only use merge fields for Sender, Recipient, or Organization.

• If an email is scheduled from a cadence, and the contact is either removed from the cadence or moved to another cadence, the scheduled email isn’t sent. The cadence step returns to an active state. The draft email is deleted and no longer appears on the Scheduled Emails component.

• When scheduling an email to send later, use a Classic text email template, a Lightning email template, or an Email Template Builder email template.

Email Tracking

• Email tracking is optional in Sales Engagement. To use tracking, enable Make Inbox Available to Users in Setup and assign an Inbox permission set to users. Then turn on email tracking in Sales Engagement. We recommend turning on the Email Tracking option in Sales Engagement before creating cadences.
• If you turn email tracking off in Sales Engagement, listener actions for email engagements aren’t available to add to cadences. Active cadences that contain listener actions for email engagements no longer advance through those steps automatically.
• If you turn email tracking off in Sales Engagement, email tracking is also off for all email sent from Lightning Experience. If you turn off Enable Email Tracking in Activity Settings in Salesforce setup, you also turn off email tracking for emails started from the Work Queue in Sales Engagement.
• If you turn email tracking off in Sales Engagement and your sales reps use the Work Queue in Outlook or Gmail, we recommend turning email tracking off in the integrations. To disable email tracking in the Outlook and Gmail integrations, turn off the Email Tracking option on the Inbox Setup Assistant page in Setup.

Integration with Outlook and Gmail

• The Work Queue isn’t always included in the email integration pane by default when Sales Engagement is enabled. If you’ve already created a custom pane, or edited default email panes, add the Work Queue component using the Lightning App Builder. Then assign the pane to the user profiles of users who use the Work Queue.
• The My Feed tab in the Work Queue shows engagements and alerts for emails sent from the Work Queue and tracked emails sent from outside the Work Queue. That information is also shown in the Feed tab in the email integration pane. To prevent duplicate feeds for reps who use the Work Queue, use the Lightning App Builder to remove the Feed tab from the email integration pane. Assign that custom pane to Sales Engagement users.
• In the Outlook integration, if a user deletes the Email to Salesforce address (the BCC address) or removes the tracking information from the email body, the email can’t be tracked.
• If you turn email tracking off in Sales Engagement and your sales reps also use the Work Queue in Outlook or Gmail, we recommend also turning email tracking off for the integrations. To disable email tracking in the integrations, turn off the Email Tracking option on the Inbox Setup Assistant page in Setup.
• Attachments in email templates aren’t supported in the Outlook or Gmail integrations. The template text inserts without the attachment.
• Emails sent from the Work Queue in Outlook or Gmail can bypass Email Opt Out or individual privacy preferences set in Salesforce. Salesforce displays customers' email privacy settings, but it's up to sales reps to respect these preferences.
• In Outlook on the web, there are limitations to how emails are threaded if reps reply to or forward an email that’s been logged to Salesforce from the Outlook Sent Items folder. If the sent email is part of an email thread, but isn’t part of a previous cadence step, then the email isn’t included in the thread. In this case, if the last email in the thread is the sent email, that email isn’t considered the most recent in the thread.
• Making calls isn’t supported in the Work Queue in the Outlook or Gmail integrations.
• Emails sent from the Outlook or Gmail integrations initially show as In Progress in the Work Queue.