Create an Email Template for Agentforce Service Agent on Email

Create a Lightning email template that defines the structure of all emails sent by your Agentforce Service agent. Classic email templates are not supported.

Required Editions

Available in: Lightning Experience

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

Check mark This article applies to: Agentforce Service agents

Cross mark This 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

From the App Launcher, select Email Templates.
Click New Email Template.
Enter a template name and description, and select Case as the related entity type.
Leave the subject blank. Emails sent using the template will use this subject format: RE: (Subject of the customer’s initial inquiry).
Optionally, select an Enhanced Letterhead.
In the HTML Value field, copy and paste the following text. (When a Service agent sends an email using the template, the Generated Content placeholder is replaced by the AI-generated response, which includes a greeting. The Legal Disclosure placeholder is replaced by your custom disclosure, which you will provide in the next step.) Optionally, add additional text or images to your template.
1. [[[GENERATED_CONTENT]]]
2. [[[LEGAL_DISCLOSURE]]]
Select a public folder and save your email template. You can’t use a private folder for this step.