Email Customers

Respond to your customers using email directly from the case record page. To stay efficient, you can insert and create email templates, use quick text, and merge fields.

Required Editions

View supported editions.

User Permissions Needed
To send emails:	Access Activities

Note To email customers from the Service Console, Email-to-Case must be enabled in your org.

• Move Emails to a Different Case
  Keep emails correctly sorted when a customer replies to a thread with information about a different case. 
• Email Customers in Lightning Experience
  Use the email publisher in case feed to answer customer questions and resolve customer issues in Lightning Experience.
• Email Customers in Salesforce Classic
  Work with email in the case feed in Salesforce Classic.
• Set Up a Default No-Reply Email Address
  Use an org-wide system email address to send your customers automated email about their cases. To include case details and customize your email template, create a verified custom No-Reply address. Otherwise, when you turn on Send Case Notification from System Address, email notifications for incoming emails on existing cases, Case Comment, Case Escalation, and Case Assignment send from noreply@salesforce.com. Emails sent from noreply@salesforce.com can’t be customized for security reasons and don’t include case details or customer information.
• Merge Fields for Cases
  The list of available email template merge fields in the Salesforce Merge Language depends on the type of data that you’re working with. Most of the merge fields for cases correspond directly with a case field.