---
schema_version: "1"
id: e82060e3e35c686ff778b1e4909d2d1131ccccc62c2c376ae66300118b9bcaaf
title: Monitor Emails Sent by an Agentforce Service Agent
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/service_agent_email_monitor.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.service_agent_email_monitor.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7bd027661eeadc1aa88739facabf12224838a9303cd8dfd62fe4ad2d9deadedf
description: To view and monitor emails sent by an AI agent, create a custom report or check the case feed for a specific case.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Monitor Emails Sent by an Agentforce Service Agent

To view and monitor emails sent by an AI agent, create a custom report or check the case feed for a specific case.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
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            <td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td>

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            <td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and
              <strong>Developer</strong> Editions. <a href="https://help.salesforce.com/s/articleView?id=ai.agent_setup_explore_types.htm&amp;release=264.0.0&amp;type=5" title="Learn about agent types and default templates for specific clouds and common use cases.">Required
                add-on licenses vary by agent type.</a>
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            <td class="slds-cell-wrap" style="vertical-align:top;">
              <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/resources-global/_corporate/images/checkmark.png" alt="Check mark"></span>This article applies to: Agentforce Service agents</p>
              <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/resources-global/_corporate/images/crossmark.png" alt="Cross mark"></span>This article doesn't apply to: Agentforce Employee agents</p>
              <p style="margin-bottom:0;">To learn about channel support for other agent types, see the documentation for
                that type.</p>
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      </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d103206e103">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d103206e103 ">To create email templates:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d103206e103 ">Lightning Experience User </td>

          </tr>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d103206e103 ">To edit public email templates:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d103206e103 ">Modify All Data, Manage Public Lightning Email Templates, or template
              ownership</td>

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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d103206e103 ">To create Agentforce Service Agent email configurations:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d103206e103 ">Manage Agentforce Service Agents AND Manage AI Agents OR Customize Application</td>

          </tr>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d103206e103 ">To edit routing addresses:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d103206e103 ">Customize Application</td>

          </tr>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d103206e103 ">To create Omni-Channel flows:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d103206e103 ">Customize Application</td>

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      </table>

## Monitor All Emails in a Report

Create a report that only shows emails sent by your Agentforce Service agent.

1. Create a custom report type to show email message records.
    1. From Setup, enter Report Types in the Quick Find box and select **Report Types**.
    2. Click **New Custom Report Type**.
    3. Select **Email Messages** as the primary object.
    4. Add a description and category, and select **Deployed** to make the report type available to others in your organization.
    5. Save your report type.
2. On the report types page, open the action menu of your new report type and select **Start Report**.
3. In the Outline tab, select Email Message fields to add to your report, such as Parent Case, Message Date, and Subject.
4. In the Filters tab, add a filter for emails whose Automation Type equals AI-Automated.
    
    ![A report built according to these instructions.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/asa_email_monitor_1.png)
5. Save and run your report.

Alternatively, to track cases owned by your Agentforce Service agent, create a report that shows all cases whose Case owner is your AI agent’s context user.

## Monitor Emails for a Specific Case

The case feed shows all emails sent in relation to a case. Emails sent by your Agentforce Service agent in the feed include several visual cues—the AI diamond and the Agentforce icon— and list the sender as the Agentforce Service agent context user.

![The case feed displaying an email sent by an Agentforce Service Agent.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/asa_email_monitor_2.png)