---
schema_version: "1"
id: c0a3ba2b01087abcc9c4a51c980065bcf86ac5729cfff10e00155b9b58e8c2fc
title: Review and Approve Email Drafts in the Salesforce Classic Case Feed
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/case_interaction_approving_drafts.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.case_interaction_approving_drafts.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 3a6b450f67e713e195b0166fbbf22660a2359cc6e6de6cbf74c07db7a6b51ed7
description: Depending on how your administrator has set up draft emails and approval processes for your organization, you need to review and approve messages written by the support reps you oversee before those messages are sent to customers.
products:
  - Service Cloud
release: "264"
---
# Review and Approve Email Drafts in the Salesforce Classic Case Feed

Depending on how your administrator has set up draft emails and approval processes for your organization, you need to review and approve messages written by the support reps you oversee before those messages are sent to customers.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d125171e60">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d125171e60 ">To review and approve email drafts:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d125171e60 ">
              <p>Send Email</p>
              <p style="margin-bottom:0;">AND</p>
              <p style="margin-bottom:0;">Inclusion in an email approval process</p>
            </td>

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

When a support rep submits a message for approval, you receive an email notification with a link to the case that includes the message. A notice appears at the top of the publisher when you click **Email**. Click **View email** to go to the message detail page. On that page:

- Click **Unlock Record** to make the message editable.
- Click **Delete** if you want to discard the draft.
- Click **Approve/Reject** in the Approval History related list to approve or reject the message.
- Click **Reassign** to assign the approval to another supervisor.

If you approve the message, it’s sent to the customer. If you reject it, you have the option of writing a note explaining why. This note appears above the publisher on the case page when the support rep clicks **Email**, along with a notice that the draft has been rejected.

#### See Also

- [Work with Draft Emails in the Salesforce Classic Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_draft_emails.htm&release=264.0.0&type=5 "With draft emails, support reps can save messages they write to customers without having to send them immediately, and administrators can create approval processes for email messages.")
- [Add Functionality to the Case Feed in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.case_interaction_customize_functionality.htm&release=264.0.0&type=5 "Customize the case feed in Salesforce Classic to meet the needs of your support reps. You can give them access to productivity tools, like quick text, and even enable email drafts and approval processes.")