Understand How Default Values for Case Emails Work

There are lots of ways to control the default values your support reps see when responding to customer cases using email. Depending on your business needs, you can set up different types of default field values using various methods.

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Set Defaults With... Best For... Priority of Execution

Set Defaults With...	Best For...	Priority of Execution
Apex `QuickActionDefaultsHandler` interface	Use this Apex interface to override email field values based on complex logic. For example, you can use this Apex interface to apply a specific email template and BCC a manager on high priority cases. For set up information, see the `QuickActionDefaultsHandler` Interface in the Apex Developer Guide.	1 Defaults set with this interface override all other default settings.
Predefined Field Values set up for the Email quick action	Use predefined field values for adding people to email threads. You can also use predefined field values to ensure that emails are associated with Salesforce records. For set up information, see Create a Send Email Quick Action for Cases.	2 If the Apex interface isn’t configured for a field specified using predefined field values, these values populate next.
Automatic Reply, Reply All, and Forward field values	Use these carry-over fields for basic email functionality. When an email is in response to an existing email, field values like the To, From, Subject, and Body fields are auto-populated with the previous values. This functionality is provided out-of-the-box and doesn’t require configuration.	3 Carry-over fields from a previous email populate next.
Default Email Template set up for the Email quick action	Use the Default Email Template setting on the Email quick action to always apply a custom email template to the body of the email. Setting up a default template helps your support reps send consistent messages quickly. For set up information, see Apply a Default Email Template Using the Send Email Quick Action.	4 If the body of the email hasn’t been populated by the Apex interface or by a Reply, Reply All, or Forward message, the default email template is applied next.

Apex QuickActionDefaultsHandler interface

Use this Apex interface to override email field values based on complex logic. For example, you can use this Apex interface to apply a specific email template and BCC a manager on high priority cases.

For set up information, see the QuickActionDefaultsHandler Interface in the Apex Developer Guide.

Defaults set with this interface override all other default settings.

Predefined Field Values set up for the Email quick action

Use predefined field values for adding people to email threads. You can also use predefined field values to ensure that emails are associated with Salesforce records.

For set up information, see Create a Send Email Quick Action for Cases.

If the Apex interface isn’t configured for a field specified using predefined field values, these values populate next.

Automatic Reply, Reply All, and Forward field values

Use these carry-over fields for basic email functionality. When an email is in response to an existing email, field values like the To, From, Subject, and Body fields are auto-populated with the previous values.

This functionality is provided out-of-the-box and doesn’t require configuration.

Carry-over fields from a previous email populate next.

Default Email Template set up for the Email quick action

Use the Default Email Template setting on the Email quick action to always apply a custom email template to the body of the email. Setting up a default template helps your support reps send consistent messages quickly.

For set up information, see Apply a Default Email Template Using the Send Email Quick Action.

If the body of the email hasn’t been populated by the Apex interface or by a Reply, Reply All, or Forward message, the default email template is applied next.