---
schema_version: "1"
id: 4879822d02bdd7b6b39b86bf44a781968326d4ba9f4c099269815812efbd1b89
title: Create an Email Template for Agentforce Service Agent on Email
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/service_agent_email_template.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.service_agent_email_template.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 609146beb0699035bf1c9e85f7312952c3fd5fa527b5af72c8e369804ac15a9e
description: Create a Lightning email template that defines the structure of all emails sent by your Agentforce Service agent. Classic email templates are not supported.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# 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

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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>
            </td>

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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="d214259e103">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d214259e103 ">To create email templates:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d214259e103 ">Lightning Experience User </td>

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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d214259e103 ">To edit public email templates:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d214259e103 ">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="d214259e103 ">To create Agentforce Service Agent email configurations:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d214259e103 ">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="d214259e103 ">To edit routing addresses:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d214259e103 ">Customize Application</td>

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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d214259e103 ">To create Omni-Channel flows:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d214259e103 ">Customize Application</td>

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1. From the App Launcher, select **Email Templates**.
2. Click **New Email Template**.
3. Enter a template name and description, and select **Case** as the related entity type.
4. Leave the subject blank. Emails sent using the template will use this subject format: RE: (Subject of the customer’s initial inquiry).
5. Optionally, select an Enhanced Letterhead.
6. 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. \[\[\[LEGAL\_DISCLOSURE\]\]\]
7. Select a public folder and save your email template. You can’t use a private folder for this step.
    
    ![Email template filled out according to the steps in this help subagent.](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_template.png)