---
schema_version: "1"
id: 6dd08cfa53a35140f01e749f16b3a08a3793f06fc2cabc0ca8b9de8bfe534700
title: Test 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_test.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.service_agent_email_test.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 2e0185e313a0df6a30f46144036a92055b6bcb2587a44922f8c5ba2a5f199233
description: If you’re using an Omni-Channel flow for routing, test your flow with a new unused routing address. Then, switch to an active routing address when you’re ready.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Test Agentforce Service Agent on Email

If you’re using an Omni-Channel flow for routing, test your flow with a new unused routing address. Then, switch to an active routing address when you’re ready.

### 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>
          </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>
          </td>

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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="d28429e101">User Permissions Needed</th>
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          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d28429e101 ">To create email templates:</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d28429e101 ">Lightning Experience User </td>

        </tr>
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          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d28429e101 ">To edit public email templates:</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d28429e101 ">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="d28429e101 ">To create Agentforce Service Agent email configurations:</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d28429e101 ">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="d28429e101 ">To edit routing addresses:</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d28429e101 ">Customize Application</td>

        </tr>
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          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d28429e101 ">To create Omni-Channel flows:</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d28429e101 ">Customize Application</td>

        </tr>
      </tbody>
    </table>

If you set your routing address case owner as the Agentforce Service agent context user, test your configuration by sending an email to the routing address and reviewing the response.

The preview functionality in Agentforce Builder doesn’t show email formatting. It's a messaging-based interface that shows messaging-style output.

The email channel does not use MessagingSession or any context variables derived from it. caseId (the record ID for the case being worked), emailAddress (the end-user’s email address), and recipient (an object containing the contact record ID, available if the case is linked to a contact) context is passed at runtime. These are not mapped to variables in the agent. In your action input instructions, you can reference this info with plain text language likeThe ID of the case.