---
schema_version: "1"
id: 69fd1711d14d72f214f842544ab0065c31bae26b2ead5b4e2aed953674bbece0
title: Email Customers in Salesforce Classic
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/case_interaction_parent_agent_email.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.case_interaction_parent_agent_email.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 24a8209ddd1ed4850af50c4c185247cab447b89d89acdabae0625e0826c04aba
description: Work with email in the case feed in Salesforce Classic.
products:
  - Service Cloud
release: "264"
---
# Email Customers in Salesforce Classic

Work with email in the case feed in Salesforce Classic.

### 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>

- **[Working with Case Emails in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.cases_email.htm&release=264.0.0&type=5)**  
    Cases generated via Email-to-Case or On-Demand Email-to-Case display in an Emails related list. The Emails related list includes all emails sent by your customer regarding a particular case, as well the email threads between you and your customer. The first 77 characters of an email message appear in the related list so that you can see what the message is about without having to click on it.
- **[Send and Reply to Email in the Salesforce Classic Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_sending_email.htm&release=264.0.0&type=5)**  
    Use the features of the Case Feed email action to save time when writing messages and customize the emails you send to customers.
- **[Attach Images and Files to Emails in the Salesforce Classic Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_attaching_files_to_email.htm&release=264.0.0&type=5)**  
    Give customers comprehensive information to help resolve their issues more quickly by attaching files to email messages, and add inline images to include pictures that enhance your text.
- **[Use Email Templates in the Salesforce Classic Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_using_email_templates.htm&release=264.0.0&type=5)**  
    Templates help you ensure consistency, save time, and include basic information, such as a customer’s name and their case number, all with one click. If your administrator has created text, HTML, or Visualforce email templates, or if you’ve created your own templates, you can use them when emailing customers in Case Feed.
- **[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.
- **[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.
- **[Customize Emails with the Rich Text Editor in the Salesforce Classic Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_rich_text_editor.htm&release=264.0.0&type=5)**  
    The rich text editor lets you customize the emails you send to customers. Use it to format text, add bulleted or numbered lists, and add images and links.