---
schema_version: "1"
id: 526c6126403788badbbab5cf1a8f5621f2ca0dfcd5a394ace7dbf036c9d2969e
title: Email Customers
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cases_email_parent.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cases_email_parent.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 5a33bee3d0980a425e5d765f141952b4d9ac096fa4e947fc3ff06a1831b02ca9
description: 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.
products:
  - Service Cloud
release: "264"
---
# 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

<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>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
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      <thead class="slds-text-title_caps ">
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          <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d61460e55">User Permissions Needed</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d61460e55 ">To send emails:</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d61460e55 ">Access Activities</td>

        </tr>
      </tbody>
    </table>

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

- **[Move Emails to a Different Case](https://help.salesforce.com/s/articleView?id=service.move_email_agents.htm&release=264.0.0&type=5)**  
    Keep emails correctly sorted when a customer replies to a thread with information about a different case.
- **[Email Customers in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.cases_email_lex.htm&release=264.0.0&type=5)**  
    Use the email publisher in case feed to answer customer questions and resolve customer issues in Lightning Experience.
- **[Email Customers in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.case_interaction_parent_agent_email.htm&release=264.0.0&type=5)**  
    Work with email in the case feed in Salesforce Classic.
- **[Set Up a Default No-Reply Email Address](https://help.salesforce.com/s/articleView?id=service.email_default_no_reply.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.merge_fields_cases.htm&release=264.0.0&type=5)**  
    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.