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Create an Email Configuration for Agentforce Service Agent on Email

The email configuration connects your email template to an Agentforce Service agent. Create it in Setup, and then link it to one or more routing addresses.

Required Editions

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

Check markThis article applies to: Agentforce Service agents

Cross markThis 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. To deploy your Agentforce for Service on Email agent to channels, set up the Service Email Connection. See Set Up Connections in the Legacy Builder.
  2. From Setup, enter Agentforce in the Quick Find box and select Agentforce for Service on Email.
  3. Click New Configuration.
    1. Enter a name for your configuration.
    2. Select the email template you created.
    3. Select an active Agentforce Service agent.
    4. Enter a legal disclosure that lets the end user know that the email was written and sent by AI. The disclosure replaces [[[LEGAL_DISCLOSURE]]] in the sent email.
    5. Select Reply All if you want Agents to reply to all email recipients, including those in the To and CC fields.
    6. Click Save and Next.
      Email configuration editor with all fields filled out.
  4. Click Go to Email-to-Case Setup.
  5. In the Routing Addresses section, click Edit next to the routing address that will receive inbound emails for the Service agent.
  6. Under Agentforce Service Agent Settings, select the email configuration you created.
    The email configuration that you just created is selected in the Configuration Name field on the Routing Address editor.
  7. Save your changes. If you want to, follow the previous steps to link the configuration to additional routing addresses.