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.
Required Editions
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Drafts are only supported if your administrator has enabled them.
As a support rep, you can save a message as a draft while you gather additional information about the issue you're solving, confirm troubleshooting steps with a colleague, or take a break and log out of Salesforce. To save an email as a draft, click Save under the text box when you're writing an email.
Each case can have only one draft email associated with it, so if you're working on a case with a draft you or someone else has saved, you aren’t able to write another email until that draft is sent or discarded. When you view a case with a draft associated with it, you see a notification with the name of the user who wrote the draft and a link to view it. Any support rep or supervisor with access to a case can edit the draft email, unless it's awaiting approval.
If your company uses approval processes for email messages, when you submit a message, it's sent to a supervisor for review. (Depending on how your administrator has set up approval processes, you can have the option of submitting the message for review or sending it without review.) When a supervisor approves the message, it's sent to the customer. If your email isn't approved, a message with an explanation appears at the top of the publisher when you click Email while viewing the case. You can edit the message and resubmit it.