Email

Enhancements include new and updated features for Service Email.

• Email Across Languages with Real-Time Translations
  Let service reps translate Service Email conversations, expanding customer support across languages. A rep can translate an end user’s email into the rep’s language, as well as translate their response into the end user’s language before sending. Previously, a Service Email rep had to speak the same language as an end user in order to assist.
• Agent Session Continuity is Improved for Case-Related Email Threads
  An Agentforce Agent session now remains associated with a case and all of its related emails over a three-day period. This preserves crucial information and context variables, such as the variables set by previous actions. Previously, a new session was opened for every inbound email, causing AI to lose conversation history and requiring repeated reinterpretation of earlier interactions.
• Inbound Limit for Service Agent Emails is Extended
  Inbound emails handled by the Service agent count against your Agentforce for Service on Email daily transaction limit, which is 5,000 by default. You can ask Salesforce Customer Support to raise this limit. Previously, this checked against the org's single email limit, which is shared with Apex and flow emails.
• Email Composer is Modernized with New Button Colors
  As part of a TinyMCE upgrade, the email composer button icons changed from grey to blue. This brings the composer up to our Salesforce Lightning Design System standards.
• Access Email Context with Agentforce Service Agent Variables
  Use new context variables to pass information from the Service Email Connection directly to your agent. You can reference specific variables in topics and actions for more precise control over your implementation. Admins can now avoid relying on plain text instructions to obtain context.