After you create an Email quick action for cases, you can customize the fields displayed for the action. Drag fields from the Email Message Fields palette to the email layout.
Required Editions
| View supported editions. |
| Field | Description |
|---|---|
| Blank Space | Adds empty space to the email layout. This field can be used multiple times within the email layout. |
| BCC Address |
Email header field where support reps can enter BCC addresses. If BCC Address is added to an email layout that includes the To Address field, the BCC Address field is collapsed and appears as a link in the email layout on the case page layout. When a support rep clicks the BCC link, the field expands and doesn’t collapse again. If the field is required, a red line appears next to it and the field is always expanded. You can only predefine this field to an email address. |
| CC Address |
Email header field where support reps can enter CC addresses. If CC Address is added to an email layout that includes the To Address field, the CC Address field is collapsed and appears as a link in the email layout on the case page layout. When a support rep clicks the CC link, the field expands and doesn’t collapse again. If the field is required, a red line appears next to it and the field is always expanded. You can only predefine this field to an email address. |
| From |
Email header field where service reps can enter a From email address from a picklist (dropdown list). Service reps can select from org-wide email addresses, Email-to-Case email addresses, and the agent’s own email address. The From picklist is added by default in the Send Email action in new orgs created in Winter ’17 or later. If you create a Send Email action after Winter ’17, then the From picklist is added to the email layout by default. |
| From Address | Email header field where support reps can enter a From email address. The From Address field is a text field. |
| HTML Body |
Email body field that supports HTML formatting and images. If you set a default email template that contains HTML formatting on the Send Email quick action, then add the HTML Body field to the email layout. |
| Is Externally Visible |
If the Experience case feed is enabled, IsExternallyVisible controls the external visibility of emails in sites. For more information, see EmailMessage in the API Guide. |
| Parent Case | Field for the parent case record ID. |
| Related To |
Field for the record ID of related objects, such as accounts, opportunities, campaigns, cases, or custom objects. For more information, see EmailMessage in the API Guide. |
| Subject | Email header field where support reps can enter a subject. |
| Text Body | Email body field that supports only plain text. |
| To Address |
Email header field where support reps can enter To email addresses. You can only predefine this field to an email address. |