---
schema_version: "1"
id: 16e2407ede8c428b39a308af5bca8a63c09bfc3e3414af2aaeb2388d43424954
title: Work with Draft Emails 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_draft_emails.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.case_interaction_draft_emails.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 0f9b84e64b46128695d64db447a3f29bde5416003a322b935cdb66a6cec76876
description: 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.
products:
  - Service Cloud
release: "264"
---
# Work with Draft Emails in the Salesforce Classic Case Feed

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

<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>

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.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note Drafts aren't auto-saved.

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.

#### See Also

- [Review and Approve Email Drafts in the Salesforce Classic Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_approving_drafts.htm&release=264.0.0&type=5 "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.")