Salesforce Docs Portal

Review, Edit, and Approve Agent Emails

When an Engagement agent is set up with Review Before Send turned on, it puts each generated email into a queue for review by the prospect owner. Emails waiting for review appear in the Activity Timeline on prospect records and in the Engagement Control Center. Agent managers (users with the Configure Engagement App permission) can also approve emails queued for review.

Required Editions

Available in: Lightning Experience in Enterprise, Performance, and Unlimited editions with Sales and Einstein for Sales.
User Permissions Needed
To review, edit, or approve an Agentforce Engagement email to a prospect:

Use Engagement App

AND

Sales Engagement User

OR

Sales Engagement Cadence Creator

AND

Ownership of the prospect

OR

Configure Engagement App

Watch the video to see how to review, edit, and approve agent emails.

Review emails in the Activity Timeline

To review emails in a prospect’s Activity Timeline, open the lead, contact, or person account record and view the Timeline. Emails that are generated and waiting for review appear in the Timeline.

To view the content and details of an email, click to expand it. To make changes, click Edit. To send the email as-is, click Approve.

Edit and approve agent emails in the Activity Timeline.

Review emails in the Engagement Control Center

To see a list of emails awaiting review in the Control Center, click the Needs Review total.

To approve, edit, or cancel an email, click the Action menu next to the email and choose Review Email.

View, edit, and approve agent emails in the Control Center.