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Agentforce Field Service and Operations
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            Monitor Email Conversations in the Legacy Agentforce Builder

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            Monitor Email Conversations in the Legacy Agentforce Builder

            Monitor email conversations for agents connected to email.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations, or Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.

            The Agentforce Scheduling Supervisor View isn’t supported for this solution. To monitor conversations, you can find the email threads in the case’s Related tab.

            Email threads in case Related tab

            You can also define a custom list view that includes these cases.

            Custom list view for email cases
             
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            Salesforce Help | Article